What is an opt-out threshold?
If your contacts frequently choose to opt out of messaging, you are at risk of being blocked by SMS providers due to your high opt-out rate. Your 30-day opt-out rate is the percentage of the contacts you have messaged in the past 30 days who have opted out of receiving text messages from you. Organizations with 30-day opt-out rates of 1.50% or higher may have messaging restricted or even shut down entirely.
Opt-out thresholds allow you to receive alerts and even disable messaging when your 30-day opt-out rate approaches 1.50% in order to anticipate and avoid these provider restrictions. You may choose to receive these alerts via email, as a banner within the TextUs application itself, or both.
You can set two different thresholds — both a first alert and second alert threshold — in order to alert your organization to your heightened opt-out rate and the risk associated with it. The first alert threshold serves as an early warning to users in your organization. When hit, the in-app notice (if configured) will display in your Inbox and Contacts pages as shown below. The email will have similar language.
The second alert threshold is a more urgent and final warning that you are at risk of being blocked. When hit, the in-app notice (if configured) will display in your Inbox and Contacts pages as shown below. The email will have similar language.
For more information about opt-outs and how to decrease your opt-out rate if it is too high, please see Understanding opt-outs.
How to configure opt-out thresholds
To configure these opt-out thresholds, complete the following steps:
Navigate to Settings > Contacts > Manage opt-outs.
Set your lower alert threshold.
Our recommended lower alert threshold is 1% to give you notice well before you reach the provider threshold of 1.50%.
Set your higher alert threshold.
Toggle Disable messaging when upper threshold is hit on or off as desired.
Configure how you’d like to see your alerts:
Toggle Email an alert notification when thresholds are hit to receive an email alert.
Toggle Display in-app alert when notifications are hit to display an in-app alert.
Select whether you’d like this alert to display for all members of your organization or admins only.
Click Save.
These thresholds and notification settings can be changed or turned off at any time. For more information about opt-outs and what to do to decrease your opt-out rate, see Understanding opt-outs.
Manage opt-outs
The contacts listed on the Settings > Contacts > Manage opt-outs page includes every contact in your organization’s account that has either been manually opted out, or has opted out using an opt-out keyword. See Understanding Opt-Outs for more information.
Import opt-outs
If your company is switching over to TextUs from a different texting provider, admins can upload your organization's contact opt-out history to your TextUs account by clicking the Import Opt Outs button. Your opt-out history file should be in CSV format with a single column of phone numbers that will be added to your account’s opt-out list.
Export opt-outs
For compliance purposes, admins can export your organization's opt-outs to a CSV file by clicking the Export Opt Outs button. A file that contains every contact opt-out for your company’s TextUs accounts is then sent to your account’s email address.