Replies to your organization's text messages aren't delivered to you or to anyone at your organization. TeamSideline answers each reply with an automated text instead: a reply with STOP turns off your texts to that phone, HELP explains how to opt out, and any other reply is pointed to your website's Contact Us page.
Applies to: Org admins who send texts, and the members who receive them · All plans · Texts sent from Communications > Send Communication
Where: A reply to a text from your organization, on the member's phone
What happens to each reply
| If the reply contains | What TeamSideline does | The member gets back |
|---|---|---|
| STOP | Turns off texts from your organization to that phone number | "Automated response: This number has been removed from future text messages." |
| HELP (and not STOP) | Nothing changes | "Automated response: Type STOP to opt-out of future text messages." |
| Anything else | Doesn't pass the reply on to anyone | "Automated response: Your reply cannot be delivered. Please use the Contact Us page from the organization web site to respond. Text "STOP" to be removed from future text messages." |
STOP and HELP count in any capitalization and anywhere in the reply, so a reply such as "Does practice stop at 7?" also turns texts off.
What admins see
- Nothing arrives. There's no inbox for text replies, and replies don't show in Communication Logs. A communication's Text Message Recipients table lists only the texts you sent and their delivery status.
- You aren't told when someone replies STOP. Their phone no longer shows (Text Enabled) in your lists on Send Communication, and it doesn't get your later texts.
How members can reach you instead
- Reply to the email that came with the text. Email replies go to the Reply To address chosen on Create Your Message.
- Use the Contact Us page on your organization's website.
If it doesn't work
- A member asked a question by text and no one saw it. That's expected. Ask members to email you or use your Contact Us page.
- A member stopped getting texts without meaning to opt out. Their reply probably contained the word stop. They need to opt in again themselves; see the related articles.
- A member texted STOP but still gets texts from another organization. STOP turns off texts from one organization: the one that most recently texted that phone from the number they replied to. They also reply STOP to a text from the other organization.
- A member replied several times but got only one automated response. TeamSideline sends each kind of automated response to the same phone at most once every 10 minutes.
Good to know
- STOP affects texts only. The member still gets your emails; to stop those, they use the unsubscribe link in an email.
- Admins can't opt a member back in after STOP. The member opts in again themselves, for example from their profile.
- Texts come from a TeamSideline phone number, not from your organization's own phone.