Will opt-outs appear in exports and sync back to VAN?
Yes. All opt-outs, including automatic opt-outs, will appear in your data exports. If you have a VAN Integration set up, opt-will also sync back to VAN with a “Do Not Text" status.
How can I export a list of my opt-outs?
Opt-out exports must be requested from Scale to Win support here. We’ll provide a CSV file for your organization’s opt-outs.
Note: For security reasons, exports can only be sent to account signers. Each subaccount’s opt-outs will have its own export, unless opt-outs are shared.
How can I confirm a contact has been opted out?
Note: Only Organization Owners and Admins can confirm opt-outs.
1. Navigate to the Opt Outs/Strike Lists page.
2. Click the Search button.
3. Enter the phone number in the search bar.
If the number has been opted out, its opt-out details will appear in the pop-up.
I just sent my campaign and there were a number of people who texted STOP to get off the list. Will those contacts automatically be opted out of future texts even if I use the same list?
Yes. Every uploaded contact list is checked against your Opt-Out List, and any opted-out numbers are automatically removed from the campaign. Scale to Win also automatically opts out contacts who respond with known opt-out keywords. A list of supported keywords is included at the bottom of this guide.
What is the average opt-out rate?
There is no single “average” opt-out rate. It depends on many variables:
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Quality of your contact list
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Whether contacts are expecting texts
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Message tone and relevance
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Frequency and timing of outreach
Are opt-outs shared across subaccounts? Can I turn this off?
By default, all opt-outs are shared across all subaccounts. To disable this:
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Reach out to our Client Support team
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Note that opt-out sharing is all of nothing - you cannot disable sharing for just one subaccount
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Turning off sharing does not retroactively assign opt-outs to their original subaccount
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If needed, you can request analytics to determine where specific opt-outs originated by reaching out to our Client Support team
If I upload a number to our opt-out list, will they get an opt-out notification?
No. When you manually upload numbers to your opt-out list, no notification of message is sent to those contacts.
I’m texting our Spanish speaking audience, is the required opt-out language specific to English?No, Scale to Win currently recognizes:
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“alto”
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“Alto = anular la suscripción”
If you have additional phrases you'd like us to screen for, please reach out at support@scaletowin.com and we'll review them.
Why do some contacts report not receiving my texts, even though they’re not opted out?
This is often due to spam filtering by the recipient’s phone carrier. Ask the contact to:
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Check their spam/junk folder
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Mark your number as “not spam” if found there
This not only ensures they receive future messages, but also helps sign to phone carriers that your texts are legitimate.