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      Managing SMS Unsubscribes in WeGive

      WeGive uses Twilio to send SMS messages, and Twilio automatically handles industry-standard SMS unsubscribe behavior. This ensures compliance with messaging regulations and helps protect your sending reputation.

      How SMS Unsubscribes Work

      When a supporter replies to one of your SMS messages with specific keywords, Twilio will automatically stop sending future messages to that number and return a confirmation message.

      Supported Opt-Out Keywords:

      • STOP

      • STOPALL

      • UNSUBSCRIBE

      • CANCEL

      • END

      • QUIT

      When any of these single-word replies are received:

      • Twilio blocks future messages from that number.

      • Twilio sends the following default auto-response:
        "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."

      • You will receive a 400 error if you attempt to send more messages to that number (Error Code 21610).

      Note: Only exact keyword replies (e.g., STOP) will trigger an unsubscribe. Messages like “STOP PLEASE” or “PLEASE CANCEL” will not.

      How Supporters Re-Subscribe

      To resume receiving SMS messages, supporters can reply with:

      • START

      • YES

      • UNSTOP

      Twilio will unblock the number and send the following default message: "You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data Rates May Apply."

      HELP and INFO Keywords

      Supporters can also reply with:

      • HELP

      • INFO

      Twilio will automatically reply with: "Reply STOP to unsubscribe. Msg&Data Rates May Apply."

      This provides basic help or opt-out instructions. You can customize these responses if using Advanced Opt-Out with a Twilio Messaging Service.

      ⚠️ If a supporter has unsubscribed, HELP and INFO replies will not be delivered until they opt back in.

      Important Notes for WeGive Users

      • Unsubscribes are managed automatically by Twilio. There is no need for you to manually remove numbers from your sending list when they reply with STOP keywords.

      • If you use more than one phone number for SMS campaigns, you’ll need to handle opt-outs across numbers manually. Twilio blocks only the specific number the recipient replied to.

      • For compliance, always include opt-out language like “Reply STOP to unsubscribe” in your SMS messages.

      Alphanumeric Sender IDs and Short Codes

      • Alphanumeric Sender IDs (e.g., your brand name) are for one-way messaging only. They cannot receive replies, so STOP/START/HELP do not apply.

      • Short Codes can support STOP/HELP replies, but only if they’re part of a Twilio Messaging Service with Advanced Opt-Out enabled.

      If you're unsure whether SMS is right for your campaign or need help interpreting opt-out data, feel free to contact the WeGive support team!