Why it matters
Opting a contact out updates their consent status so they are no longer eligible to receive outbound messages. This is critical for maintaining compliance and honoring unsubscribe or stop requests.
Because opt-out status directly impacts messaging eligibility, you must clearly define when the tool should be triggered. Creating the tool alone is not enough. You must assign the tool to the agent and define in the agent instructions when it should run.
Key Concepts
Action Tool: A tool created using the Execute Actions tool type that allows an agent to perform structured system actions such as updating contact consent status.
Execute Actions Tool Type: A tool type that enables you to configure one or more actions inside a single tool. Multiple actions can run when the tool is triggered.
Opt Contact Out Action: An action that updates the contact’s status to opted out when executed.
Consent Status: The contact’s communication permission state. When opted out, the contact should not receive further outbound messages according to your messaging configuration.
Agent Instructions: The configuration where you define when the agent should trigger the tool and what conditions must be met before updating consent.
Step-by-Step: Create an Opt Contact Out Action Tool
Navigate to Agents in the left-hand menu.
Click Tools (jigsaw icon).
Click Create Tool in the top right corner.
Select Execute Actions from the Tool Type dropdown.
Enter a Tool Name and click Save Tool.
Configure Basic Info
Enter the Label. Use only letters, numbers, underscores, or hyphens. Maximum 64 characters.
Add a clear Description explaining when a contact should be opted out.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should confirm the opt-out.
Toggle Speak During Execution if required.
Add execution speech if enabled, for example confirming the contact has been unsubscribed.
Click Save.
Add the Opt Contact Out Action
In the Actions section, click Add Action.
Select Opt Contact Out from the Action Type dropdown.
Review the confirmation message indicating the contact will be opted out when executed.
Click Create Action.
When the tool is triggered, the contact’s status will be updated to opted out.
You can add additional actions to the same tool if needed, such as sending a confirmation message before finalizing the opt-out.
Implement the Tool in an Agent
Creating the tool does not automatically make the agent use it.
To implement it:
Open the relevant Agent.
Select the newly created Opt Contact Out tool to give the agent access.
Update the Agent Instructions to clearly define:
The exact wording or intent that qualifies as an opt-out request.
When the tool should be triggered.
Whether the agent should confirm the unsubscribe action.
You must both assign the tool to the agent and define its trigger logic in the instructions. Without explicit conditions, the agent may fail to process unsubscribe requests correctly or opt contacts out unintentionally.
Tips and Best Practices
Define clear opt-out keywords or intent in the agent instructions.
Trigger opt-out immediately when a valid unsubscribe request is received.
Consider sending a confirmation message after opt-out.
Test opt-out behavior in a controlled conversation before deploying.
Review messaging compliance requirements for your region.
Troubleshooting
Issue | Possible Cause | Fix |
Contact not opted out | Tool not assigned to agent | Enable the tool in the agent settings |
Agent does not recognize unsubscribe request | Trigger logic too narrow | Update Agent Instructions with broader opt-out intent rules |
Contact opted out unintentionally | Trigger logic too broad | Refine opt-out conditions in instructions |
Contact still receiving messages | Other automation not checking consent | Review outbound messaging configuration |