Opt-out handling

Honoring opt-outs is non-negotiable — both legally and for your number's quality rating. Callduck makes opt-out the default-safe path.

STOP keyword handling

When a contact replies with a recognized opt-out keyword (such as STOP), they are treated as having withdrawn consent. You should also recognize common variants in your audience's language.

Honoring opt-outs

On opt-out, Callduck:

1. Flips the contact's opt-in status to OPTED_OUT and stamps optOutAt.
2. Writes an OptOutLog entry (with a reason such as "Customer replied STOP").
3. Suppresses the contact from all future business-initiated sends and broadcasts.

Suppression on future sends

Opted-out contacts are excluded from campaigns and template sends automatically — even if they're inside a segment. See Marketing broadcast compliance.

Re-opt-in

If the customer chooses to opt back in (for example by messaging you again), their status can return to OPTED_IN and a new consent record is created — never assume re-opt-in silently.

> Suppression is automatic, but keep your own opt-out keywords and customer-care scripts aligned so no opted-out customer is ever messaged again.