What's the difference between unsubscribing from SMS vs. unsubscribing from email?

When a contact texts the word STOP, RootLogic immediately flags their phone number as SMS-unsubscribed. No texts — automated or manual — can be sent to them from the system after that. This is a federally-mandated opt-out under TCPA law and happens automatically. They can re-subscribe by texting START. Email is not affected.

Every automated email sent through RootLogic includes an unsubscribe link in the footer, as required by CAN-SPAM law. If a contact clicks it, their email address is flagged as email-unsubscribed. Automated email messages stop going to that address. SMS messages are not affected — you can still text and call them.

After an SMS opt-out: you can still email and call them. After an email opt-out: you can still text and call them. After both: you can still call them directly. The only thing that blocks all outbound communication — including manual messages — is enabling DND (Do Not Disturb) on the contact record.

Open the contact's record in the Contacts tab. Their communication preferences display near the top of the profile — you'll see indicators for SMS and email status. If either is blocked, use the available channel (phone call, or the other messaging channel that's still active) to follow up instead.