My customer replied STOP by mistake

A customer who replies STOP is opted out straight away, and RateMate sends them nothing more. If it was a slip, there are two ways back. Both need the customer to say they are happy to hear from you.

Option 1: they reply START

Ask your customer to reply START to the last message they got from RateMate. RateMate turns messages back on for your business and sends them a confirmation. Their consent on the customer page then reads "Customer replied START".

Things to know:

• START works for one business only: the one that messaged them last in the past 90 days. If they replied STOP ALL, START brings back your business and leaves the others stopped.
• If there is nothing to turn back on, nothing happens.
• Replies need the exact word. A sentence such as "please start again" is not read.

See How customers opt out.

Option 2: you record their consent

If your customer tells you by phone or in person that you can contact them again, you can record that yourself.

1. Tap Customers, then the customer. You see a card called Record new consent.
2. Write how consent was given under How was consent given?, for example "Asked on site for job 1042".
3. Tick the confirmation and tap Record Consent & Re-activate.

Only do this when your customer has really said yes. RateMate keeps the note in the audit trail. The full steps are in Opt a customer out or back in.

If they replied by SMS

The SMS provider blocks a number across the whole account the moment it texts STOP, so that customer may be blocked from every RateMate SMS. RateMate cannot promise that recording consent gets an SMS through again, so call your customer yourself if you need to reach them.

Good to know

• You cannot add an opted-out customer again by adding their number or importing a file.
• Members can record consent as well as owners.