How to manage SMS opt outs for bulk SMS in Australia
TL;DR: Set unsubscribe keywords and an opt-out message in SMSFlow account settings, include a stop instruction (or the {stop_message} placeholder) in your bulk sends, then use the unsubscribes report and dashboard opt-out stats to keep lists clean and support careful, ACMA-minded practice.
Manage SMS opt outs in five steps
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Open account settings
In SMSFlow, go to Maintenance → Account → General. This is where you control business details, default sender, timezone, unsubscribe keywords, and your opt-out message. -
Set unsubscribe keywords
Add the words or short phrases you want treated as opt-outs (for example STOP, UNSUBSCRIBE, or CANCEL). Keep them simple so recipients can reply with something obvious. -
Write a clear opt-out message
Configure the opt-out message recipients should see or that you reuse in campaigns. State who is messaging them and how to stop further SMS. Save your changes. -
Include stop wording in every bulk send
When you send SMS, type a short opt-out line or use a template with the{stop_message}placeholder (alongside{first_name}or{last_name}if you personalise). Preview the message and credit use before you send or schedule. -
Review opt-outs after you send
Check Report → unsubscribes for who has opted out, and use the Dashboard date range to see opt-out counts next to sent, delivered, failed, and received. Remove or avoid re-messaging those numbers from your groups and future imports.
More detail below if you need context on why this matters and what SMSFlow does (and does not) do.
Try SMSFlow free — Australian businesses get 50 free credits on signup after verification.
Why SMS opt out management matters
Bulk SMS only stays useful if people who no longer want messages can leave easily. Clear unsubscribe keywords, an honest opt-out line in the message, and a place to review who left all reduce spam risk and support good list hygiene for Australian small businesses.
SMSFlow is built for Australian businesses (valid ABN, Australian mobile, email verification, and 2FA before you can finish signup and send). It is not a full CRM. Contacts and groups help you organise who you message; the unsubscribes report and dashboard opt-out metric help you see who asked to stop.
If you are still choosing a platform, start with the bulk SMS Australia overview, then return here for opt-out setup.
Unsubscribe keywords and the opt-out message
Under Account → General you can configure:
- Unsubscribe keywords — short reply words you treat as opt-out signals
- Opt-out message — the wording that explains how to stop
- Related defaults such as timezone and default sender
Only the listed account settings are available. There are no custom workflows or custom integrations for opt-out handling.
Practical tips
- Prefer common words people already know (STOP is widely understood).
- Keep the opt-out line short so it fits with your offer text and credit use.
- Remember billing is per credit, not strictly one credit per message; longer copy can use more than one credit. See pricing for how credits work.
Using {stop_message} in templates and sends
When you compose a message you can type freely, paste numbers, select contacts or groups, import recipients from CSV, or pick a saved template. Templates support placeholders including {first_name}, {last_name}, and {stop_message}.
Using {stop_message} keeps stop wording consistent across campaigns instead of retyping it every time. Create or edit templates under Maintenance → templates, then select the template on send. Always preview before you send or schedule.
Scheduled messages can be cancelled from the scheduled messages report if plans change; you cannot edit a scheduled message in place.
Unsubscribes report and dashboard
Report → unsubscribes lists who has opted out so you can manage list hygiene and reduce the chance of messaging people who asked to stop.
The Dashboard shows stats for a user-defined date range, including sent, opt outs, click through rate, delivered, failed, no receipt, queued, and received. Only the date range is configurable there.
Sent reports support date ranges, status filters, optional message content, and column filtering/sorting. They do not offer export or custom layouts. Use them alongside the unsubscribes report when you investigate a campaign, not as a downloadable CRM dump.
For a wider walk-through of metrics, see SMS delivery reports and the dashboard.
Keeping contacts and groups clean
After someone opts out:
- Check the unsubscribes report.
- Update or remove the contact under Maintenance → contacts (edit, delete, add; fields include name, number, email, groups, notes, and more).
- Review groups under Maintenance → groups so bulk sends do not keep targeting people who left.
- On CSV import, contacts match on phone number for create/update. Import does not delete contacts and does not support custom fields.
Contacts are for sending organisation, not full CRM pipelines. Categories and two reporting dimensions help reporting; they are not a substitute for a dedicated CRM.
Sender IDs and replies
If you send with a Sender ID, recipients see your sender name but cannot reply. Opt-out by reply only works when the recipient can text back to a number you previously used. Choose sender type based on whether you need two-way messaging. Request a Sender ID from Account settings when you need branded one-way sends; details are in the Sender ID guide.
Inbound messages from numbers you have messaged appear in Inbox. You view threads there; you reply via Send SMS, not from Inbox itself. That matters if someone texts a question instead of a pure STOP keyword — handle the conversation in Send SMS and still honour any clear opt-out.
FAQ
Where do I set unsubscribe keywords in SMSFlow?
In Maintenance → Account → General. Configure unsubscribe keywords and your opt-out message there, along with timezone and default sender.
What does the unsubscribes report show?
It lists who has opted out from receiving messages so you can support list hygiene and careful bulk SMS practice. Use it with Dashboard opt-out counts for a date range.
Can I put a stop instruction in every campaign automatically?
You can store stop wording in templates and use the {stop_message} placeholder when composing. You still choose the template or text on each send; there is no separate custom workflow engine.
Do opt-outs work if I use a Sender ID?
Recipients cannot reply when you use a Sender ID. For reply-based opt-outs, send in a way that allows inbound SMS, and still include clear stop wording in the message body where appropriate.
Is SMSFlow a full CRM for suppressions?
No. Contacts, groups, import (match on phone), the unsubscribes report, and dashboard stats help you manage sends and opt-outs. It is not full CRM functionality and Sent reports cannot be exported.
Who can use SMSFlow for bulk SMS?
Australian businesses with a valid ABN (validated), an Australian mobile number, email verification, and 2FA. Sending is limited to verified accounts. New signups receive 50 free credits; credits are not always one-per-message.
SMSFlow for list hygiene
SMSFlow gives Australian businesses a straightforward web platform (and API) to send SMS to Australian numbers, manage contacts and groups, configure unsubscribe keywords and opt-out messaging, and review unsubscribes plus dashboard opt-out stats. Campaigns (beta) can organise marketing sends to groups. You buy credits as needed; invoices are viewable from Billing rather than emailed automatically.
Next step
Set your keywords and opt-out message, add {stop_message} (or clear stop text) to your next bulk send, then check the unsubscribes report after delivery. That habit keeps lists cleaner and supports responsible bulk SMS in Australia.