MoeGo supports SMS-based opt-in and opt-out keywords that allow clients to control whether they receive service-related notifications or marketing messages. These keywords help your business maintain compliant communication practices while giving pet parents complete control over their preferences.
Keywords Can Use
Clients can reply to any SMS sent from MoeGo using the following keywords:
STOP — Unsubscribe from service-related SMS
STOPM — Unsubscribe from marketing messages
RESUBSCRIBE — Re-enable all SMS communications
Tips: Keywords are not case-sensitive. (stop, STOP, StopM, etc., all work.)
How the System Works
MoeGo automatically adds an opt-out phrase at the end of every SMS sent from the system. This keeps your business compliant without any manual setup.
📌 You may not see the keyword line inside Message Center preview, but it will appear on the actual message sent to clients.
⚠️ Keywords Affect SMS Character Count
This keyword (approximately 20 characters) counts toward the total SMS character limit. This may change how many SMS credits a message uses.
Some existing message templates may now consume more SMS credits than before. Please review all your SMS templates to prevent unnecessary SMS use.
Managing Automatic SMS Opt-out Keywords
MoeGo allows you to manage whether opt-out prompts are added automatically for each message types.
Selected notification types will include an opt-out prompt at the end of each notification. This helps ensure compliance with regional communication regulations.
Per-channel settings:
Service-related: default enabled
Marketing: default enabled
When you close an option:
A confirmation message will explain the regulatory responsibility.
Future messages from that channel will not automatically insert the opt-out prompt.
🔒 Changes apply only to future SMS messages.
⚠️ Important: Even if automatic opt-out prompts are disabled, clients can still reply STOP, STOPM, or RESUBSCRIBE at any time. MoeGo will always process these replies correctly to ensure compliance.
Your default notification preference setting may be regulated in your region
By adjusting this setting, you confirm that:
Your business has obtained any required customer consent for this type of communication to ensure these messages comply with local laws.
You understand that MoeGo's default setting—sending service-related notifications via email—follow strict compliance standards, and you are opting to change this default.
MoeGo will save this confirmation for auditing purposes once this setting is applied.
Auto-Reply When Clients Unsubscribe
MoeGo allows you to set up a company-level opt-out reply. When a client sends STOP or STOPM, MoeGo will send an automatic confirmation message letting them know their request was processed.
To configure:
Go to Settings > Communication/Auto Messages.
Open the Opt-out Reply Message tab.
Customize your message to include the Resubscribe keyword (so clients can opt back in later).
This automatic reply consumes SMS credits as one-way message, confirming that the client’s opt-out request was received.
FAQ
Q: Why can’t I see the “STOP” or “STOPM” text in Message Center?
A: The opt-out phrase is automatically added by the system on the backend. You won’t see it in the Message Center preview, but it will appear in the actual message clients receive. You can test this by sending yourself a message.
Q: My client texted “Stop please” but didn’t get unsubscribed — why?
A: The system only recognizes the exact keywords STOP, STOPM, or RESUBSCRIBE. This prevents accidental opt-outs from casual conversation. Keywords are not case-sensitive.
Q: A client opted out by mistake — can they re-enable notifications?
A: Yes! They can simply reply “RESUBSCRIBE” to re-enable all SMS notifications or update their settings directly in the Client Portal or Branded App.