What happens when someone replies STOP or unsends their details?
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Plans: Free: limited · Pro: included · Scale: included. STOP works on every plan. Undoing an opt-out needs Pro or Scale.
STOP works on every plan. Undoing an opt-out needs Pro or Scale.
If someone DMs you STOP, UNSUBSCRIBE or CANCEL, your comment automations stop messaging them and follow-up emails stop. If they unsend the message that held their email or phone, Replavia deletes that detail.
Open Lead Inbox →Messages that count as STOP
Replavia checks each DM sent to your connected Instagram account. These count as an opt-out, on every plan:
- The whole message is one of these words: STOP, STOP ALL, UNSUBSCRIBE, CANCEL, END or QUIT. Capital letters do not matter.
- The message contains a clear phrase, like “stop messaging me”, “stop sending”, “unsubscribe me”, “opt out”, “remove me”, “do not contact” or “leave me alone”.
- A short message of six words or fewer uses “stop” or “unsubscribe” as a command, like “please stop”.
Normal sentences do not count. A question never counts, so “Is it a non-stop flight?” is safe. “Cancel my order” is not an opt-out either.
What happens next
Replavia does not reply to the STOP message itself. Then:
- Comment automations skip this person. They get no DM and no public reply under their comment.
- Follow-up emails and link reminders to this person stop.
- In Lead Inbox, the lead shows Opted out.
- Connected tools are told. Webhooks receive the change, and Google Sheets blanks the person’s name, email and phone.
If you use HubSpot, check the person’s subscription status in HubSpot yourself. Do not rely on Replavia to change it.
If they message you again
If the person later writes to you first, your DM automations can still answer them. They started that conversation, so a reply is expected.
Writing to you again does not undo their opt-out. Your comment automations still skip them.
Undo an opt-out made by mistake
On Pro and Scale, click Undo next to Opted out in Lead Inbox. Replavia asks why, and you must type a reason.
Only do this if the person did not really ask to stop. They will start receiving automated messages again. You can undo one lead at a time, never in bulk.
Unsubscribe links in emails
Every follow-up email has a one-click unsubscribe link. It stops follow-up emails only. Your Instagram automations can still reply to that person. See How to send automatic follow-up emails.
When someone unsends their email or phone
People can unsend a DM on Instagram. If they unsend the message where they shared their email or phone number, Replavia deletes that detail from the lead.
The lead itself stays in your inbox. Replavia also asks your connected tools to delete their copy:
- Webhooks receive a
lead.deletedcall with the reason “unsend”. - Google Sheets blanks the person’s name, email and phone in their row.
- HubSpot is asked to clear that detail from the contact.
Whether another tool acts on the request is up to that tool.
Good to know
- Do not delete a lead just because they opted out. Deleting the lead also deletes the opt-out record. If they comment again, your automations could message them. See How to delete a lead.
- The CSV export has a
subscribedcolumn, so you can see who opted out.