Managing contacts and consent

Every phone number that texts your agency becomes a contact in HelloCivic Text. Contacts carry consent state that controls whether you can message them.

Contact statuses

Status	Meaning
Subscribed	Can receive messages (opted in to at least one topic or general messaging).
Opted out	Texted STOP (or you marked them opted out). No outbound except legally required confirmations.
Blocked	Staff blocked this number (spam, wrong number, abuse).

STOP, START, and HELP

HelloCivic handles carrier-required keywords automatically on every inbound message — before automations or staff routing:

• STOP (and variants like UNSUBSCRIBE, CANCEL) — opts the contact out. They receive a confirmation and won't get broadcasts until they opt back in.
• START — re-subscribes a previously opted-out contact.
• HELP — sends your configured help message with agency contact info.

These keywords always take priority. Don't create automations that conflict with them.

The Contacts page

Open HelloCivic Text → Contacts to browse, search, and filter your contact list. Click a contact to see:

• Subscription history per topic
• Consent source (widget, keyword, staff, import)
• Full message timeline
• Manual actions — block, unblock, or adjust topic subscriptions

Widget consent

When a resident subscribes via the website widget, they must check an explicit consent box. We record consentedAt and the consent copy you configured — important for TCPA audits.

Best practices

• Never text someone who hasn't opted in to that topic.
• Keep your consent language clear: what they're signing up for, message frequency, and how to opt out.
• Review opted-out contacts before manual re-subscription — use START only when the resident initiates it.