> ## Documentation Index > Fetch the complete documentation index at: https://help.fieldpulse.com/llms.txt > Use this file to discover all available pages before exploring further. # Customer Notification Preferences and SMS Opt-Out Details > Check what a customer's STOP reply blocks in FieldPulse, how the opt-out appears on Engage and non-Engage accounts, and why only they can resubscribe. > **Who uses this:** Anyone who texts customers from FieldPulse — on an account without Engage, one customer's opt-out blocks every user on the account from texting that customer. **Availability:** Applies to any account that sends SMS from FieldPulse, with or without the Engage add-on. When a customer receives a text message from your business, they see the option to reply **STOP** to unsubscribe. Once they reply STOP, FieldPulse stops sending them SMS — including the automated [customer communications](https://www.fieldpulse.com/features/customer-communication) your account has set up. This page is the reference for what a STOP reply blocks, how the opt-out appears on your account, and the rules for getting a customer back on SMS. ## Overview A customer opts out of SMS by replying **STOP** to a text from your business. From that point, the customer no longer receives **any** SMS from your company. Unchecking **SMS** in a customer's **Notification Settings** fully unsubscribes that customer from **all** SMS communications, and re-checking the box does not override a customer's own choice to opt out. Any attempt to send that customer an SMS, including from [Engage](https://www.fieldpulse.com/features/engage), is blocked, and the sender gets a notice: > **Alert: This user has opted out of SMS communication. You cannot send this message via FieldPulse.** The Send Customer SMS window in FieldPulse with a red alert saying the user has opted out of SMS communication and the message cannot be sent ## What a STOP reply blocks A STOP reply blocks every text message to that customer, and leaves your other channels open. | **Message type** | **After the customer replies STOP** | | -------------------------------------- | ----------------------------------- | | Automated SMS notifications | Blocked | | One-off SMS messages | Blocked | | Estimate and invoice links sent by SMS | Blocked | | Email | Still allowed | | Phone calls | Still allowed | The automated texts a STOP reply switches off are the ones your account sends on its own — see [Setting Up Automatic Communication Triggers](/customers/communications/automatic-triggers) for the trigger options you can choose from. ## How opt-out looks by account type What you see when a customer opts out depends on whether your account has Engage. | **Account type** | **What you see and can do** | | ------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **With Engage** | You can see that a customer opted out only through the **Conversation** tab in Engage. If your account has multiple Engage numbers, you can still message the customer from a different number — the opt-out applies only to the specific Engage number the customer opted out from. | | **Without Engage** | Updated visuals across both the web and mobile apps show that the customer has opted out. This blocks all users on the account from sending further SMS to that customer. | The Engage Conversation tab showing the customer's STOP reply in the thread and the message composer blocked with a note that SMS to this contact is blocked because the user opted out Once a customer has opted out, the SMS icon on their customer record displays in red with a dash through it. The icon is disabled and cannot be clicked. A FieldPulse customer record with the SMS icon next to the customer's phone number shown in red with a dash through it ## How a customer resubscribes A customer who has opted out gets back on SMS only by texting **START** themselves. When they reply STOP, they receive an automatic confirmation that they have been unsubscribed and will not receive any more messages from that number, along with the instruction to reply START to resubscribe. A customer's phone showing their STOP reply followed by an automatic confirmation that they have been unsubscribed and can reply START to resubscribe > **How to resubscribe:** To resubscribe, your customer must text **START** from their own number. You **cannot** manually resubscribe a customer — this is legally prohibited. ## Notes & limitations * **Opt-out only.** At this time, FieldPulse only supports opt-out — you cannot resubscribe a customer yourself. * **Reach opted-out customers another way.** You can still contact an opted-out customer by email or phone call. ## Related articles * [Customer Communications Overview](/customers/communications/overview) * [Setting Up Automatic Communication Triggers](/customers/communications/automatic-triggers) * [How to Send Communications to Customers](/customers/communications/sending) * [Setting Up Email & SMS Templates](/customers/communications/message-templates) * [Engage Overview](/add-ons/engage/overview) ## Related topics - [Customer Communications Overview](/customers/communications/overview.md) - [Notifications Overview](/settings/notifications/notifications-master-guide.md) - [Setting Up Email & SMS Templates](/customers/communications/message-templates.md) - [Job Confirmations Overview](/customers/communications/job-confirmations.md)