Contacts

A contact replied "STOP" to a text. Can I still call or email them?

Yes — STOP is an SMS-only opt-out, not a complete communication block. Here's what it does and doesn't affect, and how to handle these contacts correctly.

Understand what STOP does: it's SMS opt-out only

When a contact replies STOP to a text message, RootLogic's SMS system automatically unsubscribes them from all outbound text messages — both automated sequences and manual texts you'd try to send. This is a carrier-level requirement, not just a RootLogic rule. The opt-out happens automatically; you don't need to do anything.

You can still call them

STOP only applies to SMS. You are still able to call a contact who replied STOP. Their phone number is not blocked in any way. If this is an active lead who replied STOP but hasn't booked yet, a phone call is your best move — reach out within the day if possible.

You can still email them

Email communication is completely separate from SMS opt-out. A STOP reply does not affect their email subscription status. The automated email steps in the nurture sequence will continue to send unless you also disable them separately or set the contact to DND.

Add a note so your team knows the preferred contact method

Open the contact record and write a note: "Replied STOP to text 6/23 — call or email only going forward." This prevents a colleague from attempting to text them manually and also frames follow-up calls as the primary channel for this lead.

Important: Never attempt to manually text a contact who has replied STOP — RootLogic should block it, but sending via a personal cell phone to bypass the opt-out is a TCPA violation and carries significant legal risk. If they want to re-subscribe to texts, they need to reply START from their end.

A contact replied "STOP" to a text. Can I still call or email them?

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