Manage SMS subscription consent

After you set up your SMS number in HubSpot, you must get explicit consent from contacts to communicate with them using SMS.

Contacts can grant explicit consent via specific keywords in an SMS thread. You can also manually opt your contacts to receive SMS messages if they've given express and verifiable consent. 

Disclaimer: this page is neither an exhaustive summary of consent requirements nor legal advice for your organization to use in complying with it. Instead, it provides background information to help you better understand SMS consent options and how it can apply to your organization. This information is not the same as legal advice, where an attorney applies the law to your specific circumstances, so you should consult an attorney if you’d like advice on your interpretation of this information or its accuracy.

Understand subscription keywords

Contacts can opt in to receive SMS messages from your business by sending one of the following keywords to your registered SMS number:

• START
• UNSTOP
• SUBSCRIBE

If a contact wants to unsubscribe from messages, they can send a message with any of the following keywords to opt out:

• STOP
• STOPALL
• UNSUBSCRIBE
• CANCEL
• END
• QUIT

After a contact sends a message with one of the opt-in or opt-out keywords above, their subscription status for the SMS channel will be updated automatically. 

Please note: in accounts with the Marketing SMS Short Code Add-On, an opt-in confirmation message is automatically sent when a contact opts in. This message will count toward your account's message segment limits.

Manage opt-in status for individual contacts

If you have received a contact's explicit and verifiable consent to receive SMS communications from your business, you can opt them into receiving SMS messages from their contact record. 

1. In your HubSpot account, navigate to CRM > Contacts.
2. Click the name of the contact.
3. In the left column, click View subscriptions in the Communication subscriptions section. Any SMS subscriptions will have SMS listed in the Channel column. 
4. To subscribe the contact to receive SMS messages:
   • Hover over the subscription and click Subscribe. 
   • In the dialog box, click the Legal basis for communicating with contact dropdown menu and select a legal basis. Learn more about legal basis.
   • In the Explanation for communication consent field, enter a description of why you're legally allowed to communicate with this contact. 
   • Click Save. 
5. To unsubscribe the contact from receiving SMS messages, hover over the subscription and click Resubscribe. 

Bulk edit contact opt-in status

You can edit the SMS subscription status for multiple contacts at once, as long as you've received their explicit and verifiable consent to receive SMS communications.

1. In your HubSpot account, navigate to CRM > Contacts.
2. Select the checkboxes next to the contacts whose subscriptions you want to update.
3. At the top of the table, Click the More dropdown menu select Edit communication subscriptions.

4. To subscribe these contacts to receive SMS messages: 
   • In the right panel, click Subscribe. 
   • Click the Communication subscription types dropdown menu and select the checkbox next to your SMS subscription type. 
   • Click the Legal basis for communicating with contact dropdown menu and select a legal basis. Learn more about legal basis.
   • In the Explanation for communication consent field, enter a description of why you're legally allowed to communicate with this contact. 
   • Click Finish.
5. To unsubscribe these contacts from receiving SMS messages: 
   • In the right panel, click Unsubscribe. 
   • Click the Communication subscription types dropdown menu and select the checkbox next to your SMS subscription type. 
   • Click Finish.