What it is
When a customer asks you to stop contacting them, QualiFlow records it on their contact. It reads every customer message for a request to stop, in English, Spanish or French, before Aria replies. It records what the customer asked to stop, on which channel, and whether it is all messages or marketing only, with their own words as evidence.
Requests are also recorded from the unsubscribe link in an email, from a text reply of STOP, from wrong-number reports and from the do-not and unsubscribed columns of an import. There is no switch to add an opt-out by hand.
How to use it
- The customer writes, for example, "please stop texting", "don't call me", "stop sending me offers" or "I'd like to unsubscribe".
- QualiFlow records the request on the contact. The Contacts list shows Contact restricted, and the contact's Communication restrictions card says what is stopped.
- A request to stop marketing only records the restriction and keeps the conversation active for appointment and service questions. It grants no new permission and never resumes a conversation your team or an earlier full opt-out paused. A request to stop all messages on the current channel pauses it; requests limited to another channel leave this conversation active.
- Every automatic sender checks the request before it sends: journeys, campaigns, check-ins, form follow-ups, appointment reminders, Aria notes and Aria Campaigns.
- If a customer asks by phone or in person, an Owner opens Permission & outreach preferences on the profile and selects Revoke on each active permission, with the reason.
- Then add an internal note, such as "Asked by phone not to be contacted", so your team sees it, and don't send them Aria notes or manual messages.
What the data means
| What the customer asks | What stops |
|---|---|
| A text reply of STOP (or STOPALL, UNSUBSCRIBE, END) | Stops texts to that number only; calls and email continue (a separate "don't call me" stops calls) |
| "Please stop texting" / "Don't call me" | Texts / automated calls only |
| The email unsubscribe link, "stop emailing me" | Marketing email only; service email continues |
| "Stop sending me offers", "no more promotions" | Marketing on every channel; service messages continue |
| "Don't contact me", "take me off your list" | Every automated message |
Service messages are things like appointment reminders and ownership check-ins. A marketing unsubscribe never stops them. When texts are stopped, service messages go by email if there is one; otherwise a person follows up.
"Don't call me, email is fine" stops calls and records email as the preferred channel; it doesn't stop texts. Not a request to stop: "stop by the dealership", "don't stop", "can I stop the car payment?" or a question such as "what happens if I unsubscribe?".
A request to stop can't be removed for the customer. If they change their mind, record their new permission with evidence. A website visitor not yet linked to a contact keeps the request, and it moves to the contact when they are linked.
Possible issues and fixes
I need to stop all messages to a customer who asked by phone
Symptom: The customer asked in person or by phone, and there is no opt-out button.
Why: Opt-outs are recorded from the customer's own messages, links, wrong-number reports and imports, not by hand.
Fix: An Owner opens Permission & outreach preferences and selects Revoke on every active permission, with the reason. Add an internal note so the team knows.
How to check: Contact permission lists no active permission, and the revoked ones are under Revoked permission.
Aria stopped answering a customer
Symptom: The conversation is paused and Aria doesn't reply.
Why: The customer asked to stop on that channel. QualiFlow paused the conversation so nothing automatic goes out.
Fix: Respect the request. If the customer wrote again with a question, a team member can reply by hand where allowed. If they want messages again, record their new permission with evidence.
How to check: The Communication restrictions card shows what was stopped, with the customer's words.
Restrictions need review
Symptom: A contact shows Restrictions need review.
Why: Opt-out evidence, usually from an imported file, matches this contact's email or phone but isn't linked to them yet.
Fix: Treat the person as not to be contacted on that detail until you have checked with them. Their profile lists the evidence under Unresolved restriction evidence.
How to check: The profile's evidence box shows the source and date of each item.
