Managing Contacts in the ‘Stopped’ Folder

Contacts may be automatically moved to the ‘Stopped’ folder within your Contacts tab when they opt out of receiving messages, depending on your channel provider (such as Twilio). When this occurs, these contacts are automatically removed from all groups.

If your channel does not support automatic opt-out handling, we recommend implementing custom opt-out functionality within your flows using appropriate language and logic.

You can manually update a contact’s status using the ‘Update the Contact’ action in your flow, changing their status from ‘active’ to ‘stopped’ or ‘blocked’.

Example Scenario:
A contact opts out of a newsletter subscription by responding “NO”. Your flow can be configured to:

• Recognize the opt-out response

• Trigger an ‘Update the Contact’ action

• Change the contact’s status from ‘active’ to ‘stopped’

Important distinction: Unlike blocked contacts, stopped contacts can still send incoming messages and potentially opt back into receiving communications.

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