When clients receive an SMS from your business through MoeGo, they can reply with a keyword to control which messages they receive. This article explains how those keywords work and what to keep in mind to avoid accidental opt-outs.
For a full introduction to compliance, see Communication Compliance Overview 👈
How the keywords work
MoeGo supports three SMS keywords that clients can reply with at any time:
Keyword | What it does |
STOP | Unsubscribes the client from all service-related SMS notifications — including appointment reminders, booking confirmations, and all other service SMS |
STOPM | Unsubscribes the client from marketing SMS campaigns only — service-related notifications continue sending normally |
RESUBSCRIBE | Re-enables all SMS — both service-related notifications and marketing campaigns |
📝 Note: Keywords are not case-sensitive. STOP, stop, and Stop all work the same way.
⚠️ Important: STOP unsubscribes clients from all service-related SMS, including appointment reminders. A client who replies STOP will stop receiving appointment updates and reminders — not just marketing campaigns. If a client intends to opt out of marketing only, they should reply STOPM instead.
Many clients reply STOP out of habit when they mean STOPM. Consider adding a note to your opt-out message to help clients understand the difference — for example: "Reply STOPM to opt out of offers only. Reply STOP to opt out of all texts including appointment reminders."
Where opt-out keywords appear in messages
MoeGo automatically appends opt-out language to outgoing SMS notifications. The phrase appears at the end of the message when it's delivered to the client.
📝 Note: The opt-out phrase is not visible in the Message Center preview inside MoeGo — this is a technical limitation. It will appear in the actual SMS your client receives. To confirm, send a test message to yourself.
⚠️ Important: Adding opt-out language increases your SMS character count by approximately 20 characters. This may affect how many SMS credits a message uses. Reviewing your SMS templates after enabling opt-out prompts is recommended.
Managing opt-out prompt settings
You can control whether opt-out prompts are automatically added to service-related notifications and marketing campaigns separately.
Go to Settings > Communication > Preferences and find the Notifications that have an opt-out prompt section.
Service-related notifications — default: ON. Controls whether "Reply STOP to opt out" is appended to service-related SMS.
Marketing campaigns — default: ON. Controls whether "Reply STOPM to opt out" is appended to marketing SMS.
📝 Note: Even if opt-out prompts are turned off, clients can still reply STOP, STOPM, or RESUBSCRIBE at any time and MoeGo will always process these correctly.
📝 Note: Changes apply to future messages only — existing sent messages are not affected.
Auto-reply when a client opts out
When a client replies STOP or STOPM, MoeGo can automatically send them a confirmation SMS letting them know their request was received. This is optional but recommended — it gives clients a clear record of their opt-out and lets them know how to re-enable notifications if they change their mind.
To set this up:
Go to Settings > Communication > Auto Messages.
Open the Opt-out Reply Message tab.
Customize your message. Consider including the RESUBSCRIBE keyword so clients know how to opt back in.
📝 Note: The opt-out auto-reply counts as a one-way message and uses SMS credits.
Known limitations
The opt-out keywords (STOP, STOPM, RESUBSCRIBE) cannot be customized. The surrounding sentence in your message templates can be edited to add context.
Only the exact keywords are recognized. A client replying "stop please" or "please unsubscribe" will not be opted out automatically.
If a client reacts to (or "likes") a message that contains the word STOPM, this may trigger an opt-out. This is a known limitation being worked on.
Opt-out replies are not currently visible in the Message Center thread — this is a technical limitation. The client's updated notification status will be reflected in their profile.