# SMS Opt-Out

## Overview

Welkin does not have a built-in SMS opt-out toggle. Instead, you build an SMS opt-out workflow in Designer using Automations, a custom CDT field, and conditional logic added to outbound SMS automations.

## What You'll Need Before Building

Prepare the following in Designer before creating the workflow:

* **Opt-out keyword** — the keyword patients will text to opt out (e.g., "STOP")
* **SMS confirmation template** — a message template to confirm the opt-out to the patient
* **CDT field** — a list or boolean field to store opt-out status (e.g., values: "SMS – Yes" / "SMS – No")
* **Data View** — a view for the CDT field with permissions and layout placement configured
* **Task template** — a task for the care team to process the opt-out

## Building the Opt-Out Automation

1. Navigate to **Automations** in Designer and click **+New**
2. Name the automation and set:
   * **Trigger Type:** Event
   * **Event:** SMS Received
3. Add a **Condition**: Event Type = Message, Contains = your opt-out keyword (e.g., "STOP")
4. Add an **Action**: Task — assigned to the care team member who will process opt-outs, using the task template you created
5. Optionally add a second action to auto-send a confirmation SMS to the patient when the opt-out is received or processed

## Preventing SMS to Opted-Out Patients

In every automation that sends an outbound SMS, add a **Condition** that checks the opt-out CDT field:

* Condition: \[your CDT field] **Not equal** to your opt-out value (e.g., "SMS – No")

This ensures Welkin checks the opt-out status before sending any SMS. If the patient has opted out, the SMS will not be sent.

## Notes

* This same pattern can be used for other keywords like "HELP" — trigger a task or alert the care team when received
* As an alternative, the care team can remove the SMS capability from the patient's phone number directly, which blocks all SMS including manual sends
* For A2P registration requirements, see [Twilio A2P](https://github.com/welkincloud-io/welkin-docs/blob/master/kb/integrations/twilio-a2p.md)

## More Questions?

Contact your Implementation or Customer Success Manager at <csm@welkinhealth.com>.


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