How to Restore Text Messages for a User Who Opted Out

Step 1
• If a user has stopped receiving UnDesked text messages (assignment links, notifications, or emergency alerts), the most common cause is that they replied STOP to an UnDesked text at some point. A STOP reply is a carrier-level opt-out required by the Telephone Consumer Protection Act (TCPA). When it happens, the carrier stops delivering texts to that phone and tells UnDesked to stop sending them, so the platform no longer attempts to text that number. In the admin, a user who has opted out shows a yellow warning triangle next to their name in recipient lists and on Current Visitors. Email notifications are not affected.

Step 2
• An opt-out cannot be cleared from your admin account. Removing the number from any block list on your side, changing the user's Communication Methods, or sending an Emergency message will not restore texts, because the block is held at the UnDesked system level and at the carrier. Restoring texts takes two actions: UnDesked support removes the system-level block, and the user opts back in from their own phone. Your part is to send support the right details so both happen quickly.

Step 3
• For each affected user, collect three things: the user's full name, the cell phone number that is not receiving texts, and the date and approximate time of the last text they should have received but did not. If several people are affected, list each one separately. This lets support find the exact number and confirm the opt-out without back and forth.

Step 4
• Send those details to UnDesked support. Email support@undesked.com, or click the Support button in the bottom-left navigation of the admin and choose Contact Support. Use a subject such as "User not receiving text messages" so the request reaches the right person. Support will remove the system-level block for each number and reply to let you know it is done.

Step 5
• Once support confirms the block is removed, ask each affected user to text OPT IN to 984-223-5143 from the same cell phone that is not receiving messages. This opts them back in at the carrier level. For TCPA compliance, the user must send this text themselves; UnDesked and your admins cannot opt someone back in on their behalf, and UnDesked cannot text them from a different number to get around the opt-out.

Step 6
• Reply to support once each user has texted OPT IN. Support will send a test text to confirm the user is receiving messages again. When the user receives the test, the issue is resolved and texts, including emergency texts, will reach them normally.

Step 7
• To prevent this from happening again, let your team know that replying STOP to an UnDesked text blocks every future text from the platform, including emergency alerts. If a user prefers fewer texts, an admin can open the user's profile and change their Communication Methods to email instead. Emergency messages still text every user regardless of their Communication Methods setting, as long as the user has not replied STOP.