SMS opt-out keywords: STOP, HELP and how to handle them in recruiting texts

What this is

SMS opt-out keywords STOP, HELP and their everyday variations are how candidates control the texts you send them. STOP means the candidate no longer wants messages. HELP means they want to know who is texting them and how to reach you. If a candidate has stopped getting your automated texts, the most common reason is that they replied STOP. That is the system working as intended, not a delivery fault.

Industry guidance from CTIA says senders should tell people in the message how and what words opt them out, and that standardized STOP wording should be used. It also says opt-out requests written in normal language, such as stop, end, unsubscribe, cancel or quit, should be respected. These are voluntary industry best practices, not legal advice.

Likely causes

• The candidate replied STOP to a one-to-one text or to a bulk send.
• The candidate used other wording to ask you to stop, and it needs a manual review.
• Your messages do not explain how to opt out or get help, so candidates reply with questions or complaints instead.
• A candidate who opted out later asks to hear from you again, and nobody has recorded fresh consent.

The fix

1. 1 Add opt-out and help wording to your messages State how to opt out in your first text and in recurring templates. Use the word STOP. Mention HELP so candidates know how to reach you. See the template below.
2. 2 Let STOP replies process automatically In ATS Mako, a STOP reply is handled the moment it arrives. The candidate is marked opted-out and excluded from future automated SMS sends. No recruiter needs to update anything by hand.
3. 3 Review replies that use other wording Every reply threads onto the candidate's record in one conversational inbox. Scan for messages like "stop", "unsubscribe" or "don't text me" and treat them as opt-outs, even if the spelling is slightly off.
4. 4 Answer HELP requests Reply with your company name, why you are texting and a way to reach a person, such as a phone number or email address.
5. 5 Send a single confirmation CTIA guidance calls for one final opt-out confirmation message per campaign. Keep it short and send nothing else after it.
6. 6 Keep records Keep opt-in and opt-out requests on file so future messages are not attempted to people who opted out.
7. 7 Re-opt-in only with fresh consent If a candidate who opted out asks to receive texts again, get and record their consent before you text them. If you are unsure how to restore texting for that candidate, contact support.

First text: Hi {first name}, this is {company} about your application for {role}. Reply STOP to opt out or HELP for help.

HELP reply: {company} recruiting team. Questions about your application? Contact {phone or email}. Reply STOP to opt out.

Opt-out confirmation: You've been unsubscribed from {company} recruiting texts. You won't receive further messages.

For consent wording at the start of the process, see these opt-in language examples for job applicants.

How to confirm it worked

1. Open the candidate's record and find the STOP reply in their conversation thread.
2. Check that the candidate shows as opted-out.
3. Confirm they are not included in your next automated or bulk SMS send.
4. For plain-language opt-outs you handled by review, confirm the same exclusion applies.

To watch opt-out trends across campaigns, read about tracking response, reply and opt-out rates.

When to contact support

• A candidate replied STOP but does not appear as opted-out.
• An opted-out candidate still received an automated text.
• A candidate who opted out wants to receive texts again and you need help restoring messaging.
• You are unsure whether a plain-language reply was processed as an opt-out.

To see how texting fits with the rest of candidate messaging, read about conversational SMS and automations.