A lead unsubscribed from SMS. Can they re-subscribe?

When a contact replies STOP to any text message, their phone number is opted out of SMS at the carrier level. RootLogic automatically marks them as SMS-unsubscribed and will not send any further text messages — automated or manual. This is a federal TCPA requirement, not just a software setting.

The lead needs to text START (in all caps) back to your practice's RootLogic number from the same phone number they used to opt out. Once they do that, the carrier-level block is lifted and RootLogic will automatically mark them as SMS-subscribed again. You can let them know via a phone call or email.

An SMS opt-out does NOT block calls or emails. Open the contact record in Contacts, find their email address, and send a follow-up email through the Conversations tab. Or pick up the phone and call them directly — you can still reach them, just not by text.

Do not go into the contact record and attempt to flip the SMS subscription status back on yourself. Texting someone who has opted out is a TCPA violation and can result in regulatory fines. The only compliant path is the lead sending START on their own.