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An opt-out is a person’s request to stop contact at a phone number. Hyzl honors it from every recovery state.

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Words that stop contact

Hyzl recognizes these words when the whole text contains one word:
  • STOP
  • STOPALL
  • UNSUBSCRIBE
  • CANCEL
  • END
  • QUIT
Capitalization does not matter. Final punctuation does not matter, so STOP. also works. A message that contains only one of these words stops contact. A sentence such as “do not stop” does not trigger an opt-out.

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What happens after STOP

Hyzl ends the recovery and clears scheduled texts and calls. The Inbox shows the conversation as Stopped and blocks merchant replies. Hyzl records the opt-out for that app and phone number. A new paywall event or a different userId does not remove it. Hyzl attempts to send this one final confirmation:
You’re unsubscribed and won’t get any more texts from us. Reply START if you change your mind.
Twilio Advanced Opt-Out is the carrier-level stop service. It can send its own confirmation before Hyzl sends one. Twilio can then block Hyzl’s confirmation with code 21610, which is expected.

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What START does

START, UNSTOP, and YES are start words. Outside an open conversation, Hyzl sends this reply:
Thanks for getting back to us. You can text or call this number any time and we’ll help.
This reply does not restore consent, clear the phone-number opt-out, or restart recovery. A later paywall event remains stopped while the phone-number opt-out record exists. Inside an open conversation, YES works as a normal answer. It does not interrupt the conversation.

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What HELP does today

Inside an open conversation, HELP works as an ordinary reply and Hazel answers it. Outside an open conversation, Hyzl records it but sends no reply. The consent wording promises a dedicated HELP response. That response does not exist yet. Track the correction in HYZ-144.