Can I text a lead who unsubscribed from automated texts?
It depends on how they unsubscribed — a STOP reply blocks all SMS, while other opt-out methods only pause automation, so understanding the difference protects your practice and keeps you compliant.
1
Understand what "STOP" means in RootLogic
When a contact replies STOP to any text, they are opting out of ALL SMS from your practice number — both automated texts and manual texts you try to send. This is a carrier-level opt-out, not just a software preference. RootLogic will block outbound SMS to that contact automatically.
2
Check the contact record for their opt-out status
Open the contact record. Look for an SMS Unsubscribed or Opted Out badge near the top of the record or in the contact details panel. If you see that badge, do not attempt to send a manual text — it won't deliver and may generate a compliance flag.
3
You can still call or email a STOP contact
A STOP reply is SMS-only. It does not block phone calls or emails. If you need to reach a contact who replied STOP, pick up the phone or send an email from the Conversations tab. STOP only affects text messaging.
4
How a contact can re-subscribe to texts
A contact can re-enable texts by replying START or UNSTOP to your practice number from their phone. Once they do, their opt-out status clears in RootLogic automatically and they can receive texts again. You cannot re-enable it on their behalf from inside RootLogic.
Important: Never manually override an SMS opt-out. Sending texts to contacts who have replied STOP is a violation of TCPA regulations and can result in fines for your practice. If RootLogic is blocking the send, that's the system protecting you — don't try to work around it.
Pro tip: If a lead who replied STOP calls your office and books a consultation, they're re-engaging voluntarily. At the end of that call, you can mention: "By the way, if you'd like to get appointment reminders by text, just reply START to any message from us." Keep it light — don't pressure them.