Twilio support for STOP, BLOCK, and CANCEL (SMS STOP filtering)

Twilio does not handle standard reply messages such as STOP, BLOCK or CANCEL for short code text message campaigns. However, by default, Twilio will handle the following English-language messages on long codes in accordance with industry standards:

  • STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT –  will stop customers from receiving messages from that particular Twilio number.  If you are using more than one long code, customers who text STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT to one of your long codes will not be prevented from receiving messages sent from other of your long codes unless you take additional action separate from Twilio to prevent that from occurring.  In addition, only single-word messages will trigger the block. So, for example, replying “STOP” will stop the customer from receiving messages from that particular Twilio number, but replying “STOP PLEASE” will not.  Further, the block works and is logged even if your number currently has no messaging request URL.
  • START, YES and UNSTOP will opt customers back in to the messages coming from your Twilio phone number, and these messages will also be delivered to your Twilio account so you can update your application logic.
  • HELP and INFO will return a message informing the customer that they can use the above commands to control the delivery of messages.

If you have further questions on this, please contact us. For information on short code HELP and STOP responses, please see this article.

Please note that text message campaigns may be subject to various legal compliance requirements depending on the nature of your text messaging campaign, the location from where you are sending your text messages, and the location of your recipients.  While Twilio will handle the above-described messages on long codes in the way described in this article, you should consult with your legal counsel to ensure that you text messaging campaign conforms will all applicable legal compliance requirements.