---
title: "STOP, HELP and quiet hours"
description: "K3X handles STOP, START and HELP keywords automatically. What is required by carriers, and how to respect quiet hours under the TCPA."
url: https://help.k3x.ai/en/articles/101-stop-help-and-quiet-hours
collection: "Email, Calls and SMS"
updated: 2026-10-04
language: en
---

# STOP, HELP and quiet hours

K3X handles STOP, START and HELP keywords automatically. What is required by carriers, and how to respect quiet hours under the TCPA.

When someone replies STOP, K3X opts them out and blocks future texts to them automatically. HELP gets an automatic reply. Neither can be disabled, because carriers require both. Quiet hours are your responsibility under the TCPA, and this article shows how to respect them.

## STOP keywords

When an inbound text to any of your numbers contains one of these as the only word (any case), K3X marks the sender as opted out and future outbound texts to them fail:

-   `STOP`, `STOPALL`, `UNSUBSCRIBE`, `CANCEL`, `END`, `QUIT`
    

The sender receives a confirmation that they are unsubscribed and can reply START to rejoin. Carriers require this confirmation, so it is not configurable. The opt-out applies to your whole workspace, not one number. If someone replies STOP to a rep's number, they are opted out of your support number too. Carriers expect one opt-out to cover your entire sending entity.

## START keywords

To rejoin, the person texts `START`, `YES` or `UNSTOP` to any of your numbers. K3X removes the block and confirms. Only they can do this. No admin can override a STOP from inside K3X, and you should not re-add a number without documented re-consent.

## HELP keyword

When someone texts `HELP` or `INFO`, K3X replies automatically with a short message explaining how to stop and how to reach you. Carriers expect this reply. Your Terms should describe HELP as well. See A2P 10DLC registration guide.

## Do not contact requests on other channels

Someone may ask you to stop by phone or email rather than by text. Honor it the same day. Add a note on the record, remove them from any agent sequence, and if your workspace has a do-not-contact field, set it. A custom field such as "Do Not Contact" (Single Select: SMS, Calls, Email, All) from **Settings → Custom Fields** lets you filter them out of Smartviews before you select and act from the Action Bar.

## Quiet hours

The TCPA prohibits telemarketing calls and texts to consumers outside 8 am to 9 pm in the recipient's local time. Several states are stricter, and some restrict Sunday or holiday contact. The most restrictive rule that applies wins.

How to stay inside the window in K3X:

-   Every company record shows the local time on its COMPANY card. Check it before you call or text.
    
-   Use **scheduling** in the Email and SMS composers to queue a message for the next morning instead of sending at night.
    
-   Give your agents a rule in their goal: "Only send texts between 9 am and 7 pm in the recipient's local time, otherwise wait." The Multi-Channel Nurture template has built-in waits you can set.
    
-   Set your workspace timezone in **Settings → Company** so scheduled times and reports line up.
    
-   Replies to someone who texted you first are conversational, not telemarketing. You can answer an 11 pm inbound text, but it is polite to wait.
    

## Keep an audit trail

Every inbound and outbound text sits on the record timeline under the **SMS** filter, including the STOP message and the timestamp. If you are ever served with a TCPA complaint, the timeline is your record of what was sent and when consent was withdrawn. Keep your opt-in evidence (form screenshots, call notes) on the record too, in the **Files** panel or a note.

## What you cannot override

-   STOP. The recipient must text START.
    
-   The automatic replies to STOP and HELP. Disabling them would get your texting suspended by carriers.
    

## Related

-   A2P 10DLC registration guide
    
-   Send your first SMS
    
-   Custom fields for companies, people and deals