Overview
Clients can opt out of your messages at any time. HealthdeskAI records the opt-out the moment it happens, keeps that contact out of every future blast, and files the reply where your team can find it without it crowding your Inbox.
How a Client Opts Out of SMS
A client opts out by replying STOP to one of your texts. Healthdesk records the opt-out right away and leaves that number out of every future SMS Blast.
How a Client Opts Out of Email
Every Email Blast includes a clear unsubscribe link automatically, with nothing for you to add. When a recipient uses it, the unsubscribe is recorded, they are left out of future Email Blasts, and the campaign's Unsubscribes count goes up. See Understanding Your Blast Analytics in HealthdeskAI.
A recipient can also mark your email as spam from their own inbox, which shows in that campaign's Spam Reports count. Treat a spam report as a hard opt-out and stop emailing that address, because repeated spam reports lower delivery for everyone on your list. See Understanding Message Delivery Statuses in HealthdeskAI.
Where Opt-Out Replies Land in Your Inbox
Opt-out replies stay out of your team's way while staying easy to find:
- They are filtered out of the Recents view, so a large blast leaves your real conversations at the top of the feed.
- They stay out of your unread count, so the number next to Inbox tracks conversations a teammate needs to pick up.
- You'll find them under the Assigned to AI filter whenever you want to review them.
Unsubscribing a Contact Yourself
You can opt a contact out on their behalf, for example when they ask you in person or over the phone. Open the conversation, then use SMS Opt-In Status in the right-hand sidebar to unsubscribe them.
To pause automated outreach and keep the contact subscribed, toggle Automations Off in the same panel. That stops automations for that one contact and leaves everything else running.
Resubscribing a Contact
Whether a contact can be resubscribed depends on who opted them out:
- A teammate unsubscribed them. Any teammate can resubscribe the contact from the same SMS Opt-In Status panel in the sidebar.
- The client opted themselves out. The client has to reply START from their own phone to start receiving your texts again. No teammate can do it for them.
That difference is deliberate. When a client opts out themselves, the choice is theirs, and only they can reverse it.
What Healthdesk Removes Before a Blast Goes Out
Healthdesk cleans your send list for you every time:
- SMS Blasts. Duplicates, landline numbers, and unsubscribed contacts are removed before the blast sends.
- Email Blasts. Duplicates and unsubscribed addresses are removed before the blast sends.
FAQs
Q: How does a client unsubscribe from my texts?A: They reply STOP to any of your texts. Healthdesk records the opt-out immediately and leaves them out of future SMS Blasts.
Q: How does a client unsubscribe from my emails?A: They click the unsubscribe link that HealthdeskAI includes in every Email Blast.
Q: Do I have to add an unsubscribe link to my emails?A: No. Every Email Blast includes one automatically.
Q: Can I resubscribe a contact who opted out?A: It depends on who opted them out. If a teammate unsubscribed the contact, any teammate can resubscribe them from the SMS Opt-In Status panel in the sidebar. If the client opted themselves out by replying STOP, only the client can reverse it, by replying START.
Q: Do unsubscribe replies show up as unread?A: No. Unsubscribe replies and STOP responses are kept out of your unread count, so the badge next to Inbox stays actionable after a large send.
Q: Where can I find opt-out replies?A: Under the Assigned to AI filter in your Inbox. They are filtered out of Recents so they stay clear of your active conversations.
Q: Can I stop automations for one contact without unsubscribing them?A: Yes. Toggle Automations Off under SMS Opt-In Status in that conversation's right-hand sidebar.
Q: What should I do about a spam report?A: Treat it as a hard opt-out and stop emailing that address. If several come from one campaign, review the list you sent to and the subject line before your next send.