Unsubscribes, STOP and customer consent
What happens when a customer writes STOP or opts out: you stop messaging them, NEO switches off for that person and their consent is saved.
Updated
Every person decides whether they want to receive your messages. NeuroAI respects that choice instantly, to protect both you and them.
Which words count as opting out
If a customer replies STOP, UNSUBSCRIBE, END, QUIT, CANCEL or similar, or a phrase like "stop messaging me", their profile is marked as opted out. Single words must match exactly, so "I want to cancel my appointment" doesn't opt anyone out.
What happens at that moment
- Do not disturb is turned on for the channel they wrote on.
- They're removed from campaigns and follow-up messages (for example, "we miss you").
- NEO stops writing to that person.
- They get a short confirmation: "Done: we won't message you here again. If you change your mind, type START."
- You get an alert in the app's bell.
On SMS, the opt-out confirmation may be sent by the messaging system itself.
If they change their mind
If the person writes START, they receive messages on that channel again.
How consent is stored
Every time someone gives or withdraws permission, the profile stores the channel, date, source and the exact text. That's your proof if you ever need it.
Don't message someone who opted out from another tool: it can have legal consequences.
What you should do
- Ask for permission on your forms with an unticked checkbox.
- Include a link or instruction to unsubscribe in your campaigns.
- Don't add opted-out people to campaigns. See Do something with many contacts at once.
If something goes wrong
- Someone says they kept receiving messages: send us their name, the channel and the date at support@neuroaistudio.com.
- You want to reactivate someone: ask them to write START.