Customers don't always type STOP. Sometimes they write "please stop texting me." SalesThumb watches for that. When it sees a message that reads like a request to stop, it pauses marketing texts for that customer right away and asks your team to confirm. This article is about that tag and its three buttons.
What you'll see
In the conversation list, the customer's row shows a Possible opt-out — confirm tag. Open the conversation and a banner at the top repeats it. The banner says what the customer sent, quotes their words, and tells you what is already paused. For example: "Marketing texts are paused; reminders and receipts still send."
The flag is raised by a plain-language text, or by the AI when it labels a message as a request to stop with high confidence. A message that already contains a stop keyword like STOP is handled automatically and doesn't need your confirmation.
What is already paused
Marketing texts to that customer. Reminders and receipts keep going. Nothing is fully stopped until you say so.
Your three choices
The buttons appear for people with the Manage customers permission. By default that is every role except Technician.
- Stop all texts: click it, then confirm with Yes, stop all texts. This also stops reminders and receipts, and staff cannot undo it. Click Cancel to back out. The customer can turn texts back on themselves by texting START to your shop's number.
- Keep promos paused: the customer wants no promotions but is fine with reminders and receipts. Marketing stays paused and the flag closes.
- They didn't ask to stop: the message was misread. Marketing texts come back, but only where this flag paused them. A pause the customer chose another way is not undone.
Everyone else sees "Ask someone who can edit customers to confirm or dismiss this."
After you choose
The banner and the tag go away. You'll see a short message such as "All texts are off for this customer", "Marketing texts stay paused" or "Dismissed". Who chose and when is recorded.
If a customer told you in person
Skip the tag and record it on the customer's page. See Putting a customer on hold or recording stop texting.
Related
Frequently asked questions
Q: Does the flag mean the customer is already opted out?
A: No. It means marketing texts are paused and a person should check. A full opt-out only happens when the customer sends a stop keyword or you click Stop all texts and confirm.
Q: Will the customer still get appointment reminders?
A: Yes, until you choose Stop all texts. Reminders and receipts keep sending while the flag is open.
Q: Can I undo Stop all texts?
A: Staff can't undo it. The customer can turn texts back on by texting START to your shop's number.
Q: Why don't I see the three buttons?
A: They need the Manage customers permission. Technicians don't have it by default. Ask an owner, admin or manager.
Q: What happens if I click They didn't ask to stop?
A: Marketing texts come back for that customer. Only a pause made by this flag is lifted.