Every so often a customer opts out of your messages. It happens to every business, and it's rarely about you. Here's exactly what ReviewWheel does when it happens, so nothing catches you off guard.
When a customer replies STOP
The first text a customer receives says it came via ReviewWheel and how to opt out. If they reply STOP — or STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT, the word by itself — that phone number is opted out of texts.
Right away, texts queued for them are canceled and no more are sent to that number. The STOP is recorded on the contact's conversation, so you can see it happened.
Opting out of texts is per channel. If the contact also has a working email on file that hasn't opted out, review requests keep going by email, and their status pill changes to Email Only. If there's no other way to reach them, the pill reads Stopped.
When a customer unsubscribes from email
Every review-request email carries an unsubscribe link. Using it stops emails from your business — and only emails. Texting is untouched. It's the mirror of STOP.
Can you turn them back on?
No. An opt-out belongs to the customer, not to your account. In the contact's drawer it shows with a lock: "This contact opted out of texts themselves (stop). That stays in place and can't be turned off here." Support can't lift it either.
There's one way back, and it's the customer's to take: they text START (or YES, or UNSTOP) back on the same thread. That reopens the door for future messages — it does not restart the sequence they were in.
This is different from Do Not Disturb, which is your control. You set it, you can lift it, and you choose the scope — texts, email, or both.
Why this protects you
Honoring opt-outs the instant they happen is what protects your sending reputation with carriers and inbox providers — and that protects every request you send after.