What happens when a customer texts STOP, and can I text them again?
Replying STOP unsubscribes them from your texts immediately, and only they can undo it by replying START. This applies per business, not across every Peakify customer.
Text messaging rules require that anyone can opt out of texts at any time, and that you honor it right away. Peakify handles this automatically, you do not need to build anything for it to work.
What counts as opting out
If a contact texts any of these words on their own, by themselves, as their whole reply, they are unsubscribed immediately: STOP, UNSUBSCRIBE, CANCEL, END, QUIT, or the French ARRET (with or without the accent). From that moment on, Peakify will not send them another text, whether it is a broadcast, an AI reply, or anything else, until they opt back in.
If someone replies HELP, they get an automatic explanatory reply. Nothing changes about whether they can still receive texts from you.
Getting them back
Only the customer can undo an opt-out, by texting START or UNSTOP back to your number. There is no button in Peakify for you to unsubscribe or resubscribe someone on their behalf, it works purely off what they type. Once they text START, they are reachable again straight away, and are counted back into your next broadcast's audience.
This is per business, not platform-wide
Opting out applies only to your organization's number. If the same person has also messaged a different Peakify customer, opting out of your texts does not affect the other business, and their opting out with someone else does not affect you. Each business keeps its own record of who has opted out and when.
Quiet hours
Even for a contact who has not opted out, a text sent between 9pm and 8am in that person's own local time (worked out from their area code, not your business's time zone) is held back rather than sent overnight. If their area code cannot be matched to a time zone, a more cautious window is used instead. A broadcast held back by quiet hours is not retried automatically, you would need to send it again.
Why you cannot see this in your contact list
There is no separate "unsubscribed" toggle you flip for a contact from this side. The record of an opt-out is kept for compliance and audit purposes, and it is driven entirely by what the customer sends. If a customer tells you by phone or in person that they want back on your texting list, ask them to text START to your number, that is the record that actually unblocks them.
If a customer says they keep getting texts after asking to stop, or says they texted START and nothing changed, chat with us and we will look into it.
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More in Campaigns and leads
The other guides people read alongside this one.
- How do I send a text message to a group of customers at once?
Write a message, pick who gets it, and send it now or later. People with no phone number, who unsubscribed, or who never gave consent are left out automatically.
- How do I check if my broadcast text actually sent, or stop one that's still going out?
Open Recent broadcasts to see a per-recipient delivery report, and cancel a broadcast that is still queued or in progress before it reaches everyone.
- How do I put a form on my website to collect leads?
Build a form with your own questions, list the websites allowed to use it, then paste a snippet on your site. Every submission becomes a contact.
- Where do my lead form submissions go, and how do I get them back after clearing them?
Every submission becomes a contact and shows up on the form's Submissions page, with proof of what they agreed to. Cleared submissions and deleted forms sit in a 30-day bin before they are gone for good.
Did this not cover it?
Start a chat and the assistant will try first. If it cannot help, it hands you to a person.
Or email support@peakifyhub.com. We answer within 1 business day, Mon–Fri.