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Opt-out sync: when a contact leaves the SMS subscription type, stop pending sends, log it and notify the owner

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Marketing Hub Professional.

Contact8 stepsUpdated for HubSpot seat pricing
OutcomeThe moment a contact is opted out of the SMS subscription type, they leave every SMS workflow they were waiting in, the record shows when it happened, and the owner knows not to text them from a personal phone.
Workflow mapmessaging-011
SMS subscription status changes to opted out leads to Remove from other SMS workflows by workflow setting. Remove from other SMS workflows by workflow setting leads to Stamp opted out date and status. Stamp opted out date and status leads to Add to opt-out log list. Add to opt-out log list leads to Notify owner or marketing ops. Notify owner or marketing ops leads to Reminder was pending. Reminder was pending leads to Yes: Create task to confirm by another channel; No: End. Yes No SMS subscription status changes to opted out Remove from other SMS workflows by workflow setting Stamp opted out date and status Add to opt-out log list Notify owner or marketing ops Reminder was pending Create task to confirm by another channel End
SMS subscription status changes to opted out leads to Remove from other SMS workflows by workflow setting. Remove from other SMS workflows by workflow setting leads to Stamp opted out date and status. Stamp opted out date and status leads to Add to opt-out log list. Add to opt-out log list leads to Notify owner or marketing ops. Notify owner or marketing ops leads to Reminder was pending. Reminder was pending leads to Yes: Create task to confirm by another channel; No: End. Yes No SMS subscription status changes to opted out Remove from other SMS workflows by workflow setting Stamp opted out date and status Add to opt-out log list Notify owner or marketing ops Reminder was pending Create task to confirm by another channel End

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it as soon as more than one workflow sends SMS. A contact waiting in a 30 day delay should not stay enrolled after opting out.
  • Use it when reps also text customers outside HubSpot and need to know that a contact said stop.
Read more on when to use itShow less

Skip it

  • Do not build it on a STOP keyword trigger. HubSpot already opts the contact out of the SMS channel when they text STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT, and no enrollment trigger on an SMS reply is documented. This workflow reads the subscription status, whatever set it.
  • Do not use it as your only protection. The Send SMS message action needs the opt-in at send time, so an opted-out contact is not texted natively. This fiche adds cleanup, logging and the human notice. Native SMS is US only, so for other countries the opt-out lives in the app described in messaging-018, and this sync does not see it.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 8 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 5 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 8 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 4 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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