STOP, UNSUBSCRIBE, and the carrier opt-out keywords

US carriers require every SMS sender to honor specific opt-out keywords. If a fan texts any of them to your number, InnerText automatically blocks the conversation; no human review, no message back.

The keywords

A fan can opt out by texting any of these (case-insensitive):

STOP
STOPALL
UNSUBSCRIBE
CANCEL
END
QUIT

These are mandated by the TCPA and the carriers. We do not get to override them. If a fan types STOP mid-conversation, that conversation is done.

What happens when a fan opts out

The instant a keyword is detected:

The fan's status flips to blocked in your CRM.
No reply is sent. This is critical. Carriers explicitly prohibit sending any further message, including a confirmation. If we sent one, your number could be flagged for violation.
The fan's number is added to a per-creator block list. Even mass messages exclude them automatically.
If they had an active subscription, billing stops at the next renewal (not immediately; they keep access until their paid period ends).

What if they unsubscribed by accident?

They can opt back in by texting START or UNSTOP to your number. That clears the block on their record and the conversation can resume.

Why you must never reply to a STOP

The carrier monitors for senders that "argue back" after a STOP. If your number sends anything (even "sorry to see you go!") after the keyword, you can land on a carrier deny list. InnerText prevents this at the platform layer: the composer won't let you send to a blocked fan.

How this affects mass messages

Mass sends automatically exclude any fan who has ever sent a STOP keyword. You don't need to manage a separate list; it's enforced platform-wide.

What about A2P 10DLC?

A2P 10DLC is the carrier registration framework that lets your number send at scale. As part of your InnerText onboarding, your brand (legal name + EIN) and your campaign use case ("Social Media / Creator Fan Engagement") are registered with The Campaign Registry. You don't need to do anything for this; it happens in the background. Keeping STOP compliance clean is what protects your registration.

SHAFT: what you can and can't text: the other carrier rule that matters