What we store, and for how long
The platform keeps metadata about your messages, not their content. Here is exactly what that means for your own records.
Read this article →Opt-out and suppression
STOP, HELP and START are three different branches. Configuring only the receipt endpoint is the mistake that makes the whole chain fail silently.
Three keywords, three behaviours
Keywords are matched on the whole message, case-insensitively, tolerating surrounding punctuation and whitespace. Partial matches do not count.
| Received | What the platform does |
|---|---|
| STOP / STOP ALL / UNSUBSCRIBE / CANCEL / END / QUIT / OPTOUT / OPT OUT (also 退订, ABMELDEN) | Adds the number to that tenant's suppression list and sends nothing further of a marketing nature |
| HELP / INFO | Replies with a fixed explanation. Does not add the number to any list |
| START / YES / UNSTOP | Removes the number from the suppression list and replies with a confirmation |
Turn suppression on
Point the receipt endpoint
Configure /webhook/sms/{provider}?token=… in your provider dashboard so delivery results reach the platform.
Point the inbound endpoint too
Configure /webhook/sms/{provider}/inbound?token=… as well. This is the second, separate setting — and the one that is easy to forget.
Send a test STOP
Reply STOP from a phone, then send a marketing message to that number and confirm it comes back suppressed.
Check the suppression list
The console lists suppressed numbers and allows a manual release, alongside the automatic START keyword.
Scope. Configure only the receipt endpoint and opt-out suppression never triggers. Nothing errors — the chain simply stays silent, which is why this is worth checking first when a STOP appears to do nothing.
What the platform will not do for you
The gate reads messageType and nothing else. It does not inspect your content.
The inbound token proves which tenant the message belongs to. It does not prove the message genuinely came from that provider — provider signature verification is not implemented. Treat the token as routing, not as authentication.
Not every provider emits an opt-out keyword upstream. Where a provider handles opt-out itself at the carrier level, no inbound event is produced, so our record is a reconciliation aid rather than the only line of defence.
Re-subscribing, and why the database being right is not enough
Suppression records are not deleted on re-subscribe — the record is closed and the consent history is kept for audit. There is an operator-side console action as well as the START keyword.
Clearing the number on our side only affects our sending. In some cases, including toll-free traffic, the carrier may have blocked the number independently, and the recipient has to take their own action as well. That step cannot be performed by code.
Keep reading
Respond to a data request about a recipient
What the platform holds about a message, what it deliberately does not, and where the data subject relationship actually sits.
Read this article →Getting started
Connect a provider, issue a key, send your first message — and meet the two defaults that quietly cost money if you miss them.
Read this article →