When a contact replies STOP to an SMS, Aesthetix CRM automatically enables Do Not Disturb (DND) for all SMS — this means they will no longer receive any other texts. To avoid losing those important touchpoints, you can build a smarter opt-out workflow that:
Tags the contact as "Marketing Opt-Out"
Keeps them active for appointment-related texts
Removes them only from marketing/promotional SMS workflows
Rather than relying on STOP (which triggers a full DND), include a custom opt-out phrase in your marketing messages that routes contacts into a separate workflow.
In every marketing SMS, include a line like:
"Reply MKTG STOP to opt out of promotional messages only."
This gives contacts a way to stop marketing texts without triggering the platform-level STOP that blocks all SMS including appointment reminders.
Important: You must still include "Reply STOP to unsubscribe" as required by carrier compliance. The custom phrase is an additional option you offer on top of that.
Before building the workflow, create the tag you'll use to filter contacts out of marketing sends.
Go to Contacts in the left menu
Open any contact record and click + Add Tag
Type Marketing Opt-Out and save — this creates the tag in the system
You'll use this tag as an exclusion filter in all marketing workflows
This workflow fires when a contact replies with your custom keyword and tags them — without enabling full DND.
Steps:
Go to Automations → Workflows → + Create Workflow → Start from Scratch
Name it: SMS Marketing Opt-Out
Click + Add New Trigger → select Inbound SMS
Add a filter: Message contains → type MKTG STOP (or whatever phrase you chose)
Click Save Trigger
Add the following Actions:
+ Action → Add Tag → select Marketing Opt-Out
+ Action → Send SMS → send a confirmation message, for example:
"You've been removed from our promotional messages. You'll still receive appointment reminders and confirmations from us. Reply START if you'd like to re-subscribe."
Publish and Save the workflow
