How do contact opt-outs and communication preferences work in Whippy?

Last updated: November 5, 2026

Whippy manages contact communication preferences through contact-level opt-out status, organization opt-out scope, automatic stop-word processing, and opt-in keywords.

Before you start

  • Review your organization's opt-out scope under Settings > Messaging > Opt-out.

  • Check a contact's communication preferences before adding them to messaging workflows.

  • Treat blocking and unsubscribing as separate controls.

Review contact opt-out status

  1. Open Contacts.

  2. Search for and open the contact.

  3. Review the contact's communication preferences.

  4. Open the contact actions menu if you need to change messaging status.

  5. Select Unsubscribe contact if the contact should no longer receive messages.

  6. Select Block contact if the contact should be prevented from sending messages into your inbox.

  7. Select Unblock contact if a blocked contact should be allowed to send messages again.

  8. Review communication preferences after making changes.

Configure opt-out scope

  1. Open Settings.

  2. Select Messaging.

  3. Find the Opt-out section.

  4. Open the Opt-out preferences dropdown.

  5. Choose whether STOP applies to only the channel messaged, all channels of the same type, or every channel in the organization.

  6. Confirm the selected option appears in the Opt-out preferences field.

Restart messages after an opt-out

  1. Ask the opted-out contact to send a supported opt-in keyword.

  2. Have the contact send the keyword to the exact same number they originally opted out from.

  3. Use start or unstop.

  4. Review the contact's communication preferences after the opt-in is processed.

Tips

  • Supported stop words must be sent on their own to trigger automatic opt-out processing.

  • Do not assume a longer phrase containing a stop word will trigger an opt-out.

  • Use Block contact for unwanted inbound messages, not as a substitute for opt-out handling.

  • Review the selected audience carefully before using bulk unsubscribe.

Troubleshooting

  • If a contact did not receive a message, review communication preferences, blocked status, and destination fields.

  • If a stop word did not opt the contact out, confirm the contact sent a supported stop word by itself.

  • If a STOP reply affected more or fewer channels than expected, review Settings > Messaging > Opt-out.

  • If opt-in did not restart messaging, confirm the keyword was sent to the same number used for the original opt-out.