Practice by Numbers includes carrier-level SMS unsubscribes in the Opted Out Patients list to ensure patient communication preferences are accurately reflected.
What Is a Carrier-Level Unsubscribe?
A carrier-level unsubscribe occurs when a patient replies to a text message with one of the following standard opt-out keywords:
STOP
STOPALL
UNSUBSCRIBE
CANCEL
END
QUIT
When any of these keywords are sent, the patient’s mobile carrier blocks further SMS messages from being delivered to that phone number.
How Carrier-Level Opt-Outs Are Handled in PbN
Patients who unsubscribe at the carrier level are automatically included in the Opted Out Patients table. These patients are treated the same as any other opted-out patient and will not receive SMS messages from your practice unless they explicitly opt back in.
Where to View Opted-Out Patients
To view the full list of opted-out patients, including carrier-level unsubscribes:
Click the Person icon in the top-right corner of Practice by Numbers
Select New Settings
Open Communication Settings
Click Opted Out Patients
This list includes patients who have opted out through:
Carrier-level unsubscribe keywords
Practice by Numbers communication settings
Other system-driven opt-out methods
Important Guidelines for SMS Campaigns
Avoid Using Opt-Out Keywords in Message Content
The following keywords should not be included in SMS campaign messages:
STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT
Including these words in a message—especially out of context—can confuse patients and may unintentionally trigger a carrier-level opt-out, preventing future messages from being delivered.
Managing or Changing Opt-Out Keywords
The opt-out keywords listed above are standardized carrier-level terms.
If your practice would like to review or request changes to how opt-out keywords are handled, please contact Practice by Numbers Support for assistance.
Why This Matters
Proper handling of carrier-level opt-outs helps your practice:
Maintain SMS compliance
Prevent accidental or unintended opt-outs
Ensure accurate patient communication preferences
Reduce failed or blocked text messages