When a contact doesn't want to receive SMS from your business, TrustPager lets you record that preference and automatically suppress future messages. This keeps you on the right side of compliance and protects your sender reputation.
Where opt-out preferences live
Each contact has a Communication Preferences card in the sidebar of their contact page. Open the contact in your CRM at https://app.trustpager.com/crm/contacts, then look at the Communication Preferences card in the sidebar. The SMS opt-out toggle lives there.
How to mark a contact as opted out
- Open the contact at https://app.trustpager.com/crm/contacts.
- Find the Communication Preferences card in the right-hand sidebar.
- Toggle SMS opt-out on.
- Save. The flag takes effect immediately.
What gets suppressed
Once the SMS opt-out flag is set on a contact:
- Automation-driven SMS sends are blocked for that contact.
- Auto Queue steps that include an SMS action are skipped.
- Manual sends from the Messaging card still go through — the flag is advisory for manual outreach, but automations enforce it hard.
STOP replies
If a contact replies STOP to one of your SMS messages, TrustPager automatically sets the opt-out flag on their contact record. No manual step required. A note is added to the activity log so you have a record of when it happened.
Removing an opt-out
If a contact later gives permission to re-subscribe, you can remove the flag the same way — open the contact, find the Communication Preferences card in the sidebar, and toggle SMS opt-out off. Keep a record of how re-consent was obtained in case you ever need to demonstrate it.
Troubleshooting
- SMS still sending despite opt-out flag — check whether the send is coming from a manual action (manual sends are not blocked) or from an automation. If it's an automation, confirm the automation uses the standard Send SMS action type, which checks the flag.
- Can't find the Communication Preferences card — the card appears on contact pages. If you're viewing the contact from inside an opportunity, look for a link to the full contact record.
