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MessageDesk Compliance Center

Set how your workspace handles SMS opt-outs, opt-out confirmations, signatures, and STOP keywords—clearly and carrier-friendly.

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How to Access the Compliance Center

Go to Account → Settings → Compliance Center (under Workspace Settings).
Note: If you don’t see Compliance Center, your role may not include access. Ask an Admin or Manager.
Compliance Center Pn

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SMS Compliance Overview

The Overview tab explains U.S. SMS compliance basics and recommended practices. By Law, when sending business text messages in the United States, you must follow these guidelines:
  1. Do not send any SHAFT-C-related content.
  2. Only message contacts who have opted in to receive messaging from you.
  3. Respect opt-out: when contacts reply “STOP” you should not send any additional messages.
  4. Do not send messages outside of normal business hours.

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How MessageDesk Helps Keep You Compliant

MessageDesk automatically enforces:
  1. “Reply STOP to opt-out” for all contacts who reply STOP at any time.
  2. Tracking opt-outs for each number across your entire workspace.
  3. When contacts opt out of messaging, MessageDesk automatically tracks this for you.

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Opt-Out Configuration

MessageDesk gives you two options for configuring opt-out.

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1. Inbox Opt-Out (carrier-preferred)

If a contact opts out on one phone number, they are blocked from all numbers in your workspace. When to use: This works best for most teams—single standard, fewer compliance mistakes, can result in better deliverability.

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2. Phone Number Opt-Out

If a contact opts out of messaging from one number, they can still receive texts from other numbers in your workspace. When to use: Each number serves a distinct audience or purpose (with separate consent). Opt Out Configuration Pn

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Opt-Out Confirmation

Opt-out confirmation sends a mesages confirming that they’ve opted out of messaging. You can fine tune what the contact sees immediately after they unsubscribe. What happens by default
  • MessageDesk sends an automatic confirmation acknowledging the opt-out.
  • The conversation shows an opt-out banner, and future sends are blocked.
Edit the opt out confirmation:
  1. Click Edit
  • Edit the message to include a confirmation that the contact has opted out as well as a brief note about how to opt back in (see “Re-opt in” below).
Opt Out Confirmation Pn

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Opt-Out Signature

Add a standard opt-out line (e.g., “Reply STOP to opt out.”) to all sent messages. This improves clarity and can help you meet carrier expectations. Options:
  • Apply to all sent messages (carrier-preferred) — Most compliant; least confusing for recipients.
  • Include once per conversation — Adds the signature only to the first outbound message in a thread.
How to set: Settings → Compliance Center → Opt-Out → Signature. Tips:
  • Keep it short and standard: “Reply STOP to opt out.”
  • Pair with your business/organization name when appropriate for context.
Opt Out Signature Pn

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STOP Keywords

MessageDesk automatically manages opt-outs when a contact replies with a supported keyword:
  • stop
  • unsubscribe
Note: Variations (case/spacing) are supported.
What you’ll see
  • The contact receives an automatic confirmation.
  • You’ll see an opt-out notice in the thread.
  • Future sends are blocked based on your configured scope.
Opt Out Stop Keyword Pn

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Opt-Out Best Practices

  • Message only opted-in contacts.
  • Respect opt-outs immediately. Don’t follow with a “last message.”
  • Include opt-out language (signature) on non-conversational sends.
  • Avoid spam triggers (generic short links, all caps, excessive punctuation).
  • Send during business hours when possible.

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Troubleshooting

I can’t text a contact anymore.
They may be opted out. Check the opt-out banner in the thread and review scope in Compliance Center. Switching numbers didn’t bypass an opt-out.
You likely have Inbox Opt-Out enabled. Change to Phone Number Opt-Out only if your compliance policy allows distinct consent per line. A contact wants to opt back in.
Ask them to send START (or another explicit consent message) from the same number. Then confirm opt-in and resume messaging per your policy. Our messages are being filtered.
Enable the opt-out signature for clarity, review content for potential spam triggers, and confirm your carrier registration status for each line.