How To Cancel A Customer's Account Automatically If They Text In "Stop" or "Unsubscribe"

Customer's who have not ordered from you in a while will oftentimes text in 'STOP' or 'UNSUBSCRIBE' when they no longer wish to receive your weekly reminder notifications. If they text in one of those words, your phone number is automatically blocked off of their phone. Any text messages you send them will no longer be delivered to their phone, however they will still be sent weekly reminder notifications if the customer is still subscribed to a plan. This messages will not reach their phone, however it might still be annoying to you to see these messages sending every week. To prevent these messages from sending, you can create a rule that automatically cancels their active plans.

How to cancel a customer's account automatically if they text in "STOP" or "UNSUBSCRIBE"
  1. For this automation, we are going to setup a rule. From your Dashboard, click on the 'Rules' tab.

  2. Next, click the blue 'New Inbound Message Rule' button. This will be the first set of rules that you see.Now, you will see all of the Ifs. Click + Add "Matches". First add the UNSUBSCRIBE keyword in the first box. Click 'Add Condition'. Then you will go back to your Ifs and add + Add "Matches" again and type in STOP in the second box, and then click 'Add Condition'. (the messages are not case sensitive, so the all caps is not necessary). 

  3. Now, you will go to the Thens. You will click 'Cancel Active Plans'. Then you will hit 'Save'. 

Now, going forward, all plans for customers who message in STOP or UNSUBSCRIBE will be cancelled and they will no longer receive the weekly reminder messages. If you'd like to archive the customer's conversation, you can read how to do that in this article.

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