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Opt-Outs

CareLaunch handles opt-outs automatically for both email and SMS. You don't need to filter opted-out patients out of your segments.

Email​

A patient stops receiving campaign email when any of the following happens:

  • They click Unsubscribe. Every email template includes an unsubscribe link, and CareLaunch fills it in automatically.
  • They mark your email as spam. A spam complaint is treated as an unsubscribe.
  • Their address bounces. Addresses that hard-bounce are suppressed so you don't keep sending to them. This protects your sender reputation.

When a patient unsubscribes or complains, their record is flagged and email steps skip them. The campaign Logs show "Email skipped — patient opted out." If they opt out partway through a campaign, the remaining emails are skipped.

Emails sent without a template have no unsubscribe link, so use a template for outreach email. See Templates.

SMS​

Recipients can reply STOP to the number that texted them. Later texts to that person from the same number are blocked. In the campaign Logs:

  • A patient whose record is marked as opted out of texts is skipped, shown as "SMS skipped — patient opted out."
  • A text blocked by a STOP reply that hasn't been recorded on the patient's record shows as "SMS delivery failed." No message reaches the patient either way.

An SMS opt-out applies to the number that sent the text. Email and SMS opt-outs are separate, so a patient who unsubscribes from email can still receive texts, and the other way around.

Contact CareLaunch support if a patient asks to be re-subscribed.