> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hyzl.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Opt-out

> Learn which words stop contact, what Hyzl records, and why a later START message does not restart recovery.

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

## 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.

## 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.

## 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.

## 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](https://linear.app/hyzlsimple/issue/HYZ-144).