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If a contact opts-out of texting, is the contact opted-out across all teams?

Mongoose stores a contact's opt-out status at the team level. This breakdown shows the different types of ways a contact can be opted-out and the impact each one has:

Manually Opted-Out Contact
Mongoose User opts the contact out:
  • The contact will no longer receive text messages from anyone on the team where the opt-out occurred.
  • If the contact exists in another team, they will be able to receive text messages from users in that team.
Automatic Opt-Out - Shared Inbox
Contact texts in STOP, CANCEL, END, QUIT, UNSUBSCRIBE:
  • The contact will no longer receive text messages from anyone on the team where the opt-out occurred.
  • The contact can receive text messages from a shared inbox within a different team. 
  • The contact can receive text messages from a personal inbox within a different team.
Automatic Opt-Out - Personal Inbox
Contact texts in STOP, CANCEL, END, QUIT, UNSUBSCRIBE:
  • The contact will no longer receive text messages from any personal inboxes across the organization, even if the opt-out occurred in a different team.
  • The contact can receive text messages from a  shared inbox within a different team.

Important Note: If a contact sends in an opt-out keyword to a Personal Inbox, they will not be able to receive messages from any other Personal Inboxes, even if the opt-out occurred in a different team. They can, however, still receive messages from a shared inbox in a different team. 

This is due to how numbers are registered with Twilio and the carriers for approval. 

For a full explanation of opt-out options and how contacts can opt-out of texting, please  click here.

Note: You can manage contact opt-out preferences within a text conversation view or by clicking on the contact under Contacts > Search. Team-specific opt-out status will be displayed for all teams that both you and the contact are in.