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Voqo tracks consent for every contact you message, channel by channel. When someone opts out of SMS, Voqo stops texting them straight away. The Consent and Opt-outs screen gives you a complete, auditable view of every SMS consent event across your workspace.

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Opt-outs on other channels and in your CRM

This screen covers SMS consent. Opt-outs also apply to calls, email and mail, one channel at a time. Your team can change them from the consent menu in the Leads Inbox, and they sync with AgentBox, VaultRE and Eagle MRI. See Contact Opt-outs for:
  • what each channel’s opt-out does,
  • the inbox consent menu and resubscribe options,
  • the Blocked by CRM pill, and
  • how opt-outs sync with each CRM.

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The opted-out contacts list

The consent screen shows all contacts who have opted out of SMS, whether they replied STOP to a message or you added the opt-out yourself. Each row shows:
  • Contact — name and mobile number. When Voqo recognises the number, the contact’s name is shown; otherwise you see the number alone.
  • Source — how the opt-out was created: Customer STOP (the contact texted STOP) or Added by operator (someone on your team added it).
  • Opted out on — the date and time the opt-out was recorded.
  • Last event — the most recent consent-related activity (opt-out, re-subscription, or a HELP request).
Contacts on this list cannot receive SMS from your workspace until the opt-out is removed. Voqo enforces this automatically — no manual exclusion lists are needed. You can search the list by part of a mobile number or by contact name to find a specific record quickly.
Even when a contact is not on this list, the SMS provider keeps its own opt-out list. A send can still be blocked independently by the provider if the contact opted out with the carrier directly — see the Provider opt-out reason chip.
Every SMS consent change is recorded as an event, whether the contact triggered it or your team did: Every event that a team member performs records who did it, so the trail always shows who added or removed an opt-out.

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Changes that are not listed here

  • Call opt-outs are not listed. Open the contact to see when the call opt-out was set and by whom.
  • Changes from your CRM, such as Do Not SMS set in AgentBox, are not listed. They don’t appear in the Opt-outs list, the export or the opt-out digest email. Open the contact and hover over the badge to see what changed and when Voqo saw it.

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Adding an opt-out manually

To record an opt-out yourself — for example, a contact who asked to stop by phone or email — click Add opt-out and enter their mobile number. The row appears immediately with the Added by operator source, attributed to you, and the contact stops receiving SMS straight away. Adding the same number twice is safe — Voqo recognises it is already opted out and does not create a duplicate. Add opt-out on this screen covers SMS only. To opt a contact out of calls, or out of all channels, use the consent menu in the inbox.

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Undoing an opt-out

This section covers SMS opt-outs on this screen. To undo a call opt-out, or to resubscribe a contact from the inbox, use the consent menu. See Contact Opt-outs. You can undo an opt-out you no longer need — for example, one added by mistake, or a contact who has since given consent again. Open the contact and choose to remove the opt-out. Voqo shows a warning first, and the warning depends on how the opt-out was created:
  • Added by operator — a standard confirmation: “Removing it means your organisation can message them again.”
  • Customer STOP — a stronger, more cautious warning: “This person texted STOP. Removing their opt-out means your organisation may message them again. Only do this with their explicit consent.”
Both warnings carry the line “This action will be recorded as performed by you” — undoing an opt-out is always attributed to the person who did it, and the original opt-out event is never erased. Once you confirm, the contact becomes sendable again and an Opt-out removed event is added to their history.
Only undo a customer’s STOP opt-out when you have their explicit consent to message them again. The original STOP is permanent in the audit trail, and the provider may still block delivery independently.
Click any contact’s row to open their consent history. The history shows every SMS consent event for that contact in chronological order — opt-outs, re-subscriptions, and HELP requests — with exact timestamps. Call opt-outs and CRM changes are not in this history (see Changes that are not listed here). This gives you a complete picture of a contact’s consent journey. If a contact claims they never opted out, their history shows precisely when the STOP reply arrived, from which number, and whether they have since re-subscribed.

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The audit trail

Every consent event is recorded in an append-only, hash-chained audit trail. This means:
  • Events are never edited or deleted. Once a consent event is recorded, it cannot be changed. Every opt-out, re-subscription, and HELP request exists permanently in the record.
  • The record is tamper-evident. Each entry is cryptographically linked to the one before it. Any attempt to alter the record breaks the chain and is immediately detectable.
  • The record stands up to a compliance audit. If you are ever required to demonstrate that you respected a contact’s opt-out request, the audit trail provides timestamped, immutable evidence of every consent event in your workspace.
You do not need to do anything to maintain the audit trail — Voqo captures every event automatically. You can export your workspace’s consent record at any time for compliance, legal review, or internal reporting.
  1. Open the Consent and Opt-outs screen.
  2. Click Export.
  3. Choose CSV or JSON.
  4. The file downloads to your device immediately.
The export includes every SMS consent event in your workspace: the contact’s name and mobile number, the event type, the timestamp, and the current consent status. Call opt-outs and changes from your CRM are not included. CSV is useful for sharing with a compliance team or importing into a spreadsheet. JSON is useful for programmatic processing or submitting to a legal or regulatory body.

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Re-subscriptions

A contact who has opted out can re-subscribe themselves at any time by texting START to your sending number. Once they do:
  • Their consent status updates immediately.
  • They are removed from the opted-out list.
  • A re-subscribed event appears in their consent history.
  • If opt-out sync is on for their CRM, Voqo also clears Do Not SMS there, unless the CRM’s status blocks the change.
  • Any call opt-out stays in place. START affects texts only.
  • You can include them in future campaigns and send them direct messages again.
A contact texting START is the cleanest path, because re-subscription is then an active, voluntary choice by the contact. Your team can also undo an opt-out manually — but only do so for a customer STOP when you have the contact’s explicit consent.

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Troubleshooting

How do I prove a contact opted out? Open the contact’s consent history. You will see a timestamped opt-out event showing when the STOP reply arrived. Export the record in CSV or JSON if you need to submit it as evidence. Can the audit log be edited or deleted? No. The audit trail is append-only. No one — including Voqo staff — can edit or remove a recorded event. The log exists permanently and its integrity is verifiable. A contact says they didn’t opt out but they’re on the list The consent history will show the exact timestamp and source of the opt-out — whether it was a customer STOP or added by a team member, and by whom. If the contact disputes it, the history is the authoritative record. The contact can re-subscribe by texting START, or your team can undo the opt-out if appropriate. Can I undo an opt-out? Yes. Open the contact and remove the opt-out. Voqo shows a warning first — a stronger one if the contact texted STOP — and records the removal against your name. The original opt-out event is never erased, and the contact becomes sendable again once you confirm. Only undo a customer STOP with the contact’s explicit consent. I removed an opt-out but the contact still isn’t receiving messages The SMS provider keeps its own separate opt-out list. If the contact opted out with the carrier directly, the provider may still block delivery even after you remove the opt-out in Voqo — you’ll see a Provider opt-out reason on the send. There is nothing you can change in Voqo to override the provider’s list. A contact is blocked, but they’re not on the Opt-outs list The block comes from a setting in your CRM, or from a block on the contact itself. Open the contact and hover over the badge to see the reason. A CRM setting shows the CRM’s name. Change the setting in your CRM, and Voqo picks up the change at the next sync. A contact opted out of calls, but Voqo still calls them Call opt-outs are recorded and synced to your CRM. They don’t stop Voqo calls yet. Remove the contact from any call list yourself before you call them. What happens if a contact opts out mid-campaign? Voqo stops sending to that contact immediately. Any message that was queued for them but not yet sent is cancelled. No further messages will go out to that contact for any campaign until they re-subscribe. Can I export just the opt-outs for one campaign? The current export covers your full workspace SMS consent record. Use your spreadsheet software to filter the exported CSV by campaign name or date range after downloading. If you have a compliance question or need help with the consent record, contact support.