Managing opt out
Heymarket offers two types of opt-out mechanisms:
Contact-initiated opt out
To stop receiving text messages from your business, the contact may respond with any of the following opt-out keywords: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT. If any of these keywords are received, the contact will automatically be opted out, meaning you will no longer be able to message them. The messaging window will display who initiated the unsubscription. Below is a screenshot example of the chat contact pane and message window for an opted out contact:
To reinitiate communication with you, the contact may send one of the following opt-in keywords: START, YES, UNSTOP. Once the opted out contact messages one of these keywords to your Heymarket number, you will see a normal chat window, and the status will return to “Active.”
Admin or team member initiated opt out
In addition to allowing contacts to opt out using the methods above, your team administrators or members can manually opt out contacts. Sometimes opt outs are collected outside of the Heymarket application, e.g. when you track opt outs in your CRM and import contacts into Heymarket. There are multiple ways to opt out a contact:
To opt out a contact, click the drop down arrow for “Status” in the contact pane and click “Opt Out:”
The messaging window will display who initiated the unsubscription (shown below).
It's important to understand that for Blocked contacts, messages cannot be received from or sent to the contact whereas for Opted Out contacts messages cannot be sent to the contact.
When creating a new contact, you can optionally set the contact status to Blocked or Opt Out. If no status is selected, the status will be Active by default.
In the CSV file you can include a column for Opt Out. If included, you will have to include the following values:
For true: “yes”, “y”, “true”, “t”, “1”,
For false: “no”, “n”, “false”, “f”, “0"
When creating a contact you can set the status
Set to subscribed for Opt in, unsubscribed for Opt Out
Contacts with a phone number in red indicate that they have been opted out.
Reporting on opt outs
View reports on contact initiated opt outs.
Go to Reports>Volume>Opt Out.
View the inbox and the date and time that the contact opted out.
Opt Out filters
Filter for Opt Out status from the contacts page. Upon filtering for these contacts you can choose to delete them so that they are removed from Heymarket.