This article explains how CloudTalk automatically handles SMS keyword compliance (like STOP and HELP) for U.S. numbers. You don’t need to take any action - these rules are built into the system and apply by default to all U.S. SMS-enabled numbers in your account.
User level:
Admin
When sending SMS messages via CloudTalk via US numbers, certain industry-wide standards are automatically applied to ensure compliance and consumer protection. Specifically, all U.S. SMS campaigns must support the keywords HELP and STOP.
What Are "HELP" and "STOP"?:
U.S. carriers require all messaging programs - especially those using short codes, toll-free numbers, or A2P 10DLC (Application-to-Person) routes - to recognize and properly respond to two specific keywords:
STOP
When someone replies with “STOP,” they are automatically unsubscribed from receiving future SMS messages from that number. CloudTalk handles this opt-out process on your behalf and ensures no further messages are sent to the user.
alternative keywords: UNSUBSCRIBE, CANCEL, END, or QUIT
upon the unsubscription, sender will recieve the confirmation SMS and SMS sendout from Cloudtalk will be prevented.
HELP
When a user sends “HELP,” they receive an automated response providing support contact information or assistance details. This response is automatically generated based on standard U.S. messaging guidelines.
alternative keywords: INFO, SUPPORT, or ASSIST
💡Opting out via keyword applies only to the specific phone number that the STOP message was sent to. Unless the contact unsubscribes from all numbers, you can still send SMS messages to them from other SMS-enabled numbers in your account.
How a User Can Resubscribe
If someone has opted out using STOP or a related keyword, they can choose to resubscribe at any time. To do so, they simply need to send the keyword:
START
Sending "START" reactivates the conversation, allowing them to receive messages from your number again. Carrier automatically recognizes and processes this request.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!