Every conversation has four Do not contact switches. Each one blocks a single way of reaching that lead, so you can stop texting someone without blocking calls.
| Switch | What it blocks |
|---|---|
| All | Calls, texts and email. While it's on, the other three show "Covered by All". |
| Calls | Dialer calls and AI agent calls |
| Texts | Texts from reps, automations and the AI text assistant |
| Emails |
You'll find the switches in the Inbox side panel and on the dialer contact card. Reps, admins and owners can change them.
When a lead texts STOP#
- Texts to that lead turn off automatically.
- They get one confirmation that they've been unsubscribed.
- Your AI text assistant doesn't reply.
- The conversation shows a banner: "Unsubscribed from texts · replied STOP on Oct 4", with a Turn off button.
Words that unsubscribe: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT.
When a lead texts START#
START, UNSTOP or YES turns texts back on, but only if the lead's own STOP turned them off. If someone on your team turned texts off by hand, a START reply doesn't undo it.
Turning texts back on yourself#
Click Turn off on the banner, or switch Texts off. You'll be asked to confirm:
This person asked not to be texted. Texting them again is at your own risk. The carrier may still block texts until they reply START.
Tick I understand and confirm. AI Sync records who did it, when, and the exact warning they saw.
Carriers keep their own STOP list. Even after you turn texts back on, the carrier may block your texts until the lead replies START. Calls aren't affected.
The DNC outcome#
After a call, pick DNC under "How did it go?" and that lead won't be called again. If you don't see DNC, ask your admin to give your role the DNC outcome.
Every change is logged#
Each change records who made it, when, and the before and after, so you always have a record.