STOP Analytics Explained

How to find and read SMS opt-out records in the Reach Analytics STOPs tab, what they mean, and what happens after a subscriber replies STOP.

Overview

When a subscriber replies STOP to an SMS from Reach, they are automatically opted out of future SMS messages. The Analytics STOPs tab keeps a record of every opt-out, who requested it, when, and from which short code. This article explains how to find and use that data.

STOP is carrier-level

A STOP opt-out is processed at the carrier level and cannot be reversed by an administrator in the portal. The subscriber must text START to the same number to re-opt in.

Where to Find STOP Data

1. Click Analytics in the sidebar.
2. Click the STOPs tab at the top of the Analytics page.
3. Set a date range and optionally a department filter.
4. The STOP Details table shows all opt-outs matching your filters.

What the STOP Details Table Shows

Column	What it shows
Received Date	The date and time the STOP reply was received.
Department	Which department's short code received the STOP.
Phone Number	The subscriber's phone number that sent the STOP.
Short Code	The Reach short code number the subscriber replied STOP to.

What Happens After a STOP

Once a subscriber replies STOP:

• They receive an automatic confirmation message: 'You have successfully opted out of text messages from [Organization Name].'
• All future SMS sends from Reach to that number are blocked automatically.
• Their record in the Subscribers tab is not deleted. The subscriber record remains.
• Their STOP is recorded in the STOPs tab.
• If they later text START to the same short code, they re-opt in and can receive SMS again.

The HELP Command

If a subscriber texts HELP to a Reach short code, they receive an automatic response with assistance information. HELP replies are not opt-outs. They do not appear in the STOPs tab.

Frequently Asked Questions

Q: Can I remove a STOP and re-enable SMS for a subscriber in the portal?

A: No. STOP opt-outs are carrier-managed. An administrator cannot reverse them from the Reach portal. The subscriber must text START to re-opt in.

Q: How do I know if a specific subscriber has STOPped?

A: Check the STOPs tab and filter by their phone number, or look at the Message Status in the Messages view. Dropped status often indicates an opt-out.

Q: Can I export the STOP list?

A: Yes. The STOP Details table has a three-dot export menu. Export to CSV, Excel, or Google Sheets.

Q: Does a STOP affect Email and Voice notifications?

A: No. STOP only affects SMS. Email and Voice are separate channels with their own opt-out mechanisms.

Q: What if someone calls us to say they want to stop receiving messages?

A: Update their subscriber record: remove their mobile number to prevent SMS, or deactivate the subscriber entirely. See

How to deactivate subscribers

Need More Help?

If you have followed the steps above and still require assistance, please refer to the relevant articles listed below for additional guidance.

• How STOP and HELP WorkHow the full opt-out compliance process works in Reach.
• Message Analytics ExplainedHow to find individual message records including Dropped status.