If a lead replies "STOP" to a text, what happens? Can I still email them?

When a contact replies STOP to any text message, RootLogic automatically marks them as SMS-unsubscribed. All text messages — both automated and manual — stop immediately. This is a federal legal requirement (TCPA), so it happens automatically and cannot be overridden. The system will show a warning if you attempt to send them a text.

STOP only applies to SMS. Automated emails continue going out on their normal schedule unless you separately stop them by moving the pipeline card or enabling DND. You can also call this person directly from their contact record — STOP does not affect phone calls in any way.

Open the contact's record in the Contacts tab. Near the top of their profile you'll see their communication preferences. A lead who has replied STOP will show SMS as blocked. Their email and phone status will still show as active unless they've separately unsubscribed from email.

If a lead who previously replied STOP later decides they do want to hear from you, they can text the word START to your RootLogic phone number. This re-enables SMS for their contact record and they'll start receiving texts again. You cannot re-subscribe them on their behalf — it must come from the lead.