URGENT: Opt-Out Keywords Not Working - Users Continue Receiving Flow Messages After Replying “STOP” / “Not Interested”

Hi Support Team,

We are facing a critical issue with the Opt-Out Management functionality.

We have configured the following keywords under Opt-Out Settings → Opt-Out Keywords:

• Stop
• Unsubscribe
• STOP
• NO
• No
• Not interested
• Stop Offers

The setting clearly states that anyone who sends one of these keywords should be automatically opted out.

However, we are observing that this functionality is not consistently working.

Issue observed

When users reply to our messages with opt-out responses such as:

• STOP
• Not interested

the users are not being opted out.

As a result:

1. The user's opt-out status is not updated.
2. The configured Opt-Out Response is not triggered.
3. The user continues receiving subsequent messages from the automated flow.
4. This is happening even though the exact words being used by the users are already configured in our Opt-Out Keywords list.

For example, a user has replied with “STOP” / “Not interested”, but the automated flow continued sending messages to that user instead of stopping communication.

We have also attached screenshots showing examples of these conversations for your investigation.

Expected behaviour

If a user replies with any configured opt-out keyword, the system should immediately:

User replies → Keyword detected → User marked as Opted Out → Automated flow messages stopped → Opt-Out confirmation message sent

For example:

User: STOP

The system should automatically mark the user as opted out, prevent any further flow messages from being sent, and send the configured confirmation message:

“You have successfully opted out. We are sorry to see you go.”

Actual behaviour

Currently:

User: STOP / Not interested
↓
Keyword is configured in Opt-Out Settings
↓
User is NOT opted out
↓
Opt-Out confirmation is NOT sent
↓
Flow messages continue to be sent

This is a serious issue, particularly because users are explicitly requesting to stop receiving communications, but the automation continues contacting them.

Request

Please investigate this issue on priority and confirm:

1. Why the configured opt-out keywords are not being detected.
2. Why users replying with STOP or Not interested are not being marked as opted out.
3. Why the configured Opt-Out Response is not being triggered.
4. Why these users continue to receive messages from active flows after explicitly opting out.
5. Whether this is a system-wide issue, a keyword-matching issue, or related to a specific flow/channel.
6. 
   
7. Please also check the affected users/conversations from the attached screenshots and verify what happened at the backend level.

This needs to be treated as URGENT because users who have explicitly opted out are continuing to receive automated communications.

Please investigate and resolve this at the earliest, and let us know once the fix has been implemented and verified.