Replies, STOP, and Contact Removal

In a text-message campaign, an ordinary reply and an SMS STOP opt-out are different events. Decide how your campaign should handle both before adding customers.

The behavior documented here is the verified text-message workflow. It does not confirm email reply routing, email unsubscribe handling, or whether an email reply triggers Remove contact when they reply. For email setup, see Use Email in Wave Campaigns and confirm channel-specific behavior with Phound Support.

Choose the Text-Message Reply Setting

Open the campaign's three-dot menu, select Edit Campaign, and review Remove contact when they reply.

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When the Setting Is On

An ordinary reply removes that contact from the remaining automated sequence. This is useful when a response means a person should take over the conversation.

For a personal customer follow-up such as the Mary Kay 2+2+2 campaign, this is usually the clearest starting point: once the customer replies, continue the conversation yourself instead of sending the remaining automated check-ins.

When the Setting Is Off

An ordinary reply does not automatically remove the contact from the remaining sequence, so later scheduled messages can still be delivered. Use this only when continued automation after a reply fits the experience you intend to provide.

SMS STOP Is an Opt-Out

In this text-message workflow, Remove contact when they reply controls ordinary replies. An SMS STOP request is an opt-out and must be respected independently of that campaign setting.

• Do not disable or work around Wave's STOP handling. The Mary Kay 2+2+2 starter does not repeat a Reply STOP sentence in every message body.
• Test the STOP experience with a number you own or are authorized to use.
• Do not manually re-add a contact who opted out unless you have a valid new consent process.
• If the contact's status is unclear, do not send and ask Phound Support for guidance.

Test the Text-Message Behavior You Selected

1. Keep the campaign Off.
2. Add one authorized test contact.
3. Test an ordinary reply and check whether the contact remains in the sequence.
4. Test STOP and verify the opt-out behavior.
5. Review the Timeline.
6. Remove the test contact when finished.

See Test, Enable, and Pause a Campaign for the full safety checklist, or return to Mary Kay 2+2+2 Follow-Up.