How Fast Do You Have to Honor a Lead's Opt-Out?

The short answer

Within 10 business days. The FCC's rule at 47 CFR 64.1200(a)(10) says a request to revoke consent made in any reasonable way must be honored within a reasonable time, not to exceed ten business days, for covered robocalls and robotexts.

What counts as an opt-out

The rule says a lead can revoke consent using any reasonable method that clearly says they don't want more calls or texts. It names some methods that count automatically:

• Replying to a text with "stop," "quit," "end," "revoke," "opt out," "cancel" or "unsubscribe."
• Using an automated opt-out on a call, such as a key press.
• Using a website or phone number the caller provides for opt-outs.

If a lead replies with other words, the rule says you must still treat it as an opt-out if a reasonable person would understand it that way. You also can't make leads use only one specific way to opt out.

Which calls and texts it covers

The ten-day rule applies to consent for the calls and texts covered by paragraphs (a)(1) through (3) and (c)(2) of the rule, which include autodialed or prerecorded calls and texts. Our post on prerecorded calls and express written consent explains where consent comes in. This is a summary, not legal advice, so check your own setup with counsel.

How to make it work in a lead process

• Route replies. Make sure STOP-style replies reach whoever controls the texting tool, not just one rep's phone. Our post on 10DLC registration covers the texting side.
• Sync every system. If a lead opts out in one tool, mark them in the CRM and dialer too, so another campaign doesn't text them.
• Keep a record. Log the date the request came in, so you can show it was handled inside ten business days.

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