Customer Opt-Out & Compliance
Every SMS sent through Service Invoice Pro includes opt-out instructions. Customers can unsubscribe at any time by replying to a text — and Service Invoice Pro handles it automatically.
How Customers Opt Out
Every text message automatically includes the notice:
Reply STOP to unsubscribe
When a customer replies with any opt-out keyword, three things happen:
- The phone carrier sends them an automatic confirmation.
- Further messages to that phone number are blocked on the carrier side — no more SMS can be delivered.
- Their customer record is flagged as opted out, so the app itself stops trying to send to them.
This is handled automatically — no action is required from you.
Opt-out keywords
Any of these replies will unsubscribe the customer:
- STOP
- STOPALL
- UNSUBSCRIBE
- CANCEL
- END
- QUIT
Keywords are case-insensitive and must be sent as the full message body. “Please stop texting me” will not trigger opt-out — only the keyword on its own.
How Customers Opt Back In
A customer can re-subscribe by replying with any of these keywords:
- START
- YES
- UNSTOP
Once they opt back in, SMS notifications can be sent to them again. The carrier removes the block and Service Invoice Pro clears the opt-out flag on the customer record.
Notification-Specific Opt-Outs
In addition to the master opt-out (STOP), customers can unsubscribe from specific types of notifications without opting out of all SMS:
| Opt-Out Type | How It Happens | What It Blocks |
|---|---|---|
| Master SMS opt-out | Customer replies STOP to any text | All SMS notifications |
| Review request opt-out | Customer clicks the unsubscribe link in a review request email or text | Only future review request SMS and emails |
| On My Way opt-out | Customer clicks the unsubscribe link in an On My Way text | Only future On My Way alerts |
A customer who opts out of review requests will still receive invoice payment links and estimates, for example. The master STOP keyword overrides everything.
Sending to Opted-Out Customers
If you try to send an SMS to a customer who has opted out, the send fails with one of these messages:
- “Customer has unsubscribed from SMS”
- “Customer has unsubscribed from review requests”
- “Customer has unsubscribed from arrival notifications”
No credit is charged for blocked sends. To re-enable, the customer must reply START (for the master opt-out) or you can contact support for help removing specific-feature opt-outs at the customer’s request.
Your Responsibilities
You are responsible for obtaining proper consent from your customers before enabling SMS notifications.
Under the Telephone Consumer Protection Act (TCPA), businesses must have prior express consent before sending text messages to customers. Service Invoice Pro provides the infrastructure for sending SMS — it does not manage or verify consent on your behalf.
Best practices:
- Obtain written or verbal consent before adding a customer’s phone number and sending them texts.
- Clearly explain what types of messages the customer will receive (invoices, estimates, arrival alerts, etc.).
- Keep records of when and how consent was obtained.
- Honor opt-out requests immediately — this is handled automatically when customers reply STOP, but you should also avoid manually re-adding numbers that have opted out.
- If you collect leads through the public service request form, the optional SMS consent checkbox documents that the lead agreed to receive texts.
Related
- SMS Notifications Overview — what the add-on includes
- Enabling SMS — how to activate and configure SMS
- Sending Text Messages — how to send each type of notification
- SMS Troubleshooting — what to do if a send fails or a customer didn’t get a text