Unsubscribing & SMS STOP

Two ways to opt out

A customer who no longer wants updates has two simple paths:

1. Reply STOP to a text. Twilio processes the keyword and stops SMS to that number right away. No action is needed from your team.
2. Turn notifications off in the portal. Customers with a portal account can turn notifications off from their own settings.

What opt-out does

• The change is recorded against that contact's channel, so future storms respect it automatically.
• Opt-out is per channel — stopping SMS does not silence email, and vice versa. A customer can keep courriel updates while ending texts.
• The preference persists until an operator re-enables it; a new storm won't quietly re-enable messages.

Re-subscribing

Re-subscribing isn't self-serve. If a customer changes their mind, ask your team to re-enable the channel — an operator turns it back on and re-verifies it with the customer. Because consent is tracked explicitly, re-enabling is deliberate rather than accidental.

Keeping your list clean

Honoring opt-outs isn't just courtesy — it keeps you compliant and protects your sender reputation with carriers and inbox providers. Snowmass does the enforcement, but review your contacts periodically so you're not attempting to reach numbers that have opted out or gone stale.