> ## Documentation Index
> Fetch the complete documentation index at: https://docs.routiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Opt-outs and unsubscribing

> How patients stop marketing texts, what that covers, and what still gets through.

Any patient can stop your rebooking and campaign texts. Routiq records it and keeps to it.

## What opting out stops

Opting out stops **marketing texts**: rebooking messages and campaigns, to every number the patient has.

It doesn't stop Robyn replying when they text you, or texting them after they call. Booking messages, like a confirmation after they book, still go too.

## Three ways to opt out

### They reply STOP

A patient who replies with one of these words is opted out: **STOP**, **STOPALL**, **STOP ALL**, **UNSUBSCRIBE**, **OPT OUT** or **OPTOUT**. Phrases such as "please stop", "stop texting me" and "remove me from your list" work too. Robyn also watches for sentences that mean the same thing, like "wrong number".

CANCEL, END and QUIT don't opt anyone out. Routiq doesn't send a reply to confirm a STOP.

### They use the unsubscribe link

Rebooking and campaign texts can end with an unsubscribe link. It opens a page that asks "Stop marketing texts from" your clinic. One tap on **Yes, stop the texts** and they're done: "Done. No more marketing texts from" your clinic.

### Your team opts them out

In **Chat**, open the conversation, then **More**, then **Opt out**. The app asks "Stop all rebooking texts to this number?" and reminds you "Robyn can still answer if they text." The header then shows "Opted out", who did it and when. Owners, admins and staff can do this.

## The unsubscribe link

Routiq sets up your clinic's unsubscribe link for you. Until it's set, the app says: "Messages carry no unsubscribe line yet. Routiq sets this up for you. Patients can still text STOP." You'll find this in **Settings**, then **Your clinic**, under **Link host code**.

Once it's set, the link is added to every rebooking and campaign text, and it can't be taken off.

## Seeing who's opted out

* **In Chat:** the conversation header says "Opted out".
* **In the Patient List export:** the **Opted out of texts** column.

## Opted-out patients stay opted out

Routiq keeps an opt-out permanently, because forgetting it would text them again. It stays even if you disconnect your practice system.

There's no way to undo an opt-out in the app. If a patient asks to get your texts again, [contact us](/support/contact).


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