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Texting: Opting in & Out

Updated over 3 weeks ago

Overview/Background

In order for a customer to receive a text message from your business, they must have an SMS opt-in status set to true.

This means the customer has provided consent to receive text messages at their mobile number. This article explains how to check opt-in status, how to collect new opt-ins, and how customers can opt out of texting.

📌 To import an existing opt-in list from another provider, see Bulk Import Personas.

How to Check Text Opt-In Status

You can verify SMS opt-in status either individually or in bulk.

Option 1: Check Individually

  1. Navigate to Customers > Personas

  2. Click the Subscribed filter

  3. Filter by SMS Opted-In

All filtered personas will be opted in to SMS.

You can also view opt-in status directly from:

  • Persona Details > General

Option 2: Check in Bulk with Audiences

  1. Navigate to Customers > Audiences

  2. Create a new audience

  3. Set the condition:

  • All users where > Performed Event / Text Opt-In Status > Is True

This returns a list of all customers currently opted in.

To find opted-out customers, set the condition to:

  • Is False

4. Save

How to Get New Opt-Ins Into AIQ

After importing your existing customer data, you’ll need a process for capturing new SMS opt-ins going forward.

AIQ supports several opt-in methods.

1. Signup Forms

Signup Forms are the most common way to collect customer phone numbers and consent.

2. Manually Enroll via Signup Forms (Double Opt-In)

We recommend using a Signup Form that collects PII such as phone number and/or email. This will:

  • Create the customer record in AIQ

  • Automatically send an SMS opt-in request

This process is called a Double Opt-In Request.

To confirm enrollment, the customer must reply with:

  • “Y”

  • “YES” (case-insensitive)

Once confirmed, AIQ sends a post opt-in confirmation message.

📌 You can customize these messages in Texting Settings.

3. Auto-Enroll via Signup Forms (No Reply Required)

If you want customers automatically enrolled without replying “YES”:

  1. Create a Signup Form

  2. Under Fields, add:

    1. Customer Signature (Required)
      ​

  3. Go to Extras > Advanced

  4. Enable: SMS: Automatic Opt-In

⚠️ This toggle is only available after adding the required signature field.

Save and share the form

4. Text-to-Join Number

Each AIQ account is assigned a dedicated Text-to-Join number.

Customers can opt in by texting your join keyword to that number.

You can find this number in:

  • Texting Settings > Opt-in Framework > Text to Join

5. POS Integration Opt-Ins

You can also trigger opt-in requests automatically through your POS integration.

Enable the setting:

  • Send an SMS double opt-in request if a contact with a phone number is synced from this source after: X Date

This is best turned on after going live with new customer signups.

When enabled:

  • Any newly synced phone number that is not opted in will receive an SMS request to join your marketing list

  • You can choose how far back in time to send requests

Tracking Pending Opt-Ins

Pending double opt-in requests can be tracked by running a:

  • Member Club Report

Located under Data Analytics.

Opting Out of Texting

All text campaigns automatically include:

“Reply STOP to opt out”

Customers can opt out at any time by replying with standard carrier keywords.

Supported Opt-Out Keywords

The following responses will unsubscribe a customer:

  • STOP

  • STOP2END

  • STOPALL

  • END

  • CANCEL

  • UNSUBSCRIBE

  • QUIT

  • UNSUB

  • OPTOUT

AIQ will also opt customers out if their message contains these keywords, such as:

  • “Please stop texting me”

App-Based Unsubscribe

Customers can also unsubscribe directly from:

  • Mobile App > Profile

Need Help?

If you need help configuring opt-in workflows or ensuring compliance, reach out to AIQ Support through the chat widget in your dashboard.

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