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Terms and Conditions

Before any campaign can be run, the user launching the campaign must read and accept a disclaimer. This page explains what the disclaimer covers and why it exists.

Why the Disclaimer Exists​

Outreach sends messages to real people at scale. The disclaimer exists to ensure that the person launching a campaign understands and accepts responsibility for:

  • The lawful collection and use of recipient contact data
  • The appropriateness and legality of the message content
  • Compliance with applicable regulations (e.g. anti-spam laws, telecommunications regulations)
  • The inclusion of required opt-out or unsubscribe mechanisms

This check is a safeguard to reduce the risk of non-compliant campaigns being sent.

What You Must Confirm​

When running a campaign, the Run Campaign modal displays a disclaimer that requires you to confirm the following:

  1. Consent: all recipients in your contact list have given appropriate consent to receive the communication you are sending.
  2. Content compliance: your message content is lawful, accurate, and appropriate for the audience and jurisdiction.
  3. Opt-out / Unsubscribe: your message includes required opt-out instructions (SMS) or an unsubscribe link (Email), and you have not included contacts who have previously opted out.
  4. Data responsibility: you are responsible for the accuracy and lawful handling of all recipient data uploaded to the platform.

What Happens if You Do Not Accept​

  • The campaign will not run.
  • No messages are queued or sent.
  • The campaign remains in a Ready state and can be run later once the disclaimer is accepted.

When the Disclaimer Appears​

The disclaimer is shown every time a campaign is run. Even if you have previously accepted it for another campaign, you must accept it again for each new run. This ensures that the person launching the campaign has reviewed the terms for that specific send.

Best Practices​

  • Review your contact list before running; ensure all contacts are valid and have consented to communication.
  • Include clear opt-out language in every SMS campaign (e.g. "Reply STOP to opt out").
  • Include an unsubscribe link in every email campaign. This is enforced as a required check when finishing the campaign wizard.
  • Do not message opted-out contacts. Outreach marks opted-out contacts and prevents future sends, but you should also exclude known opt-outs from your source CSV.

Opt-out handling in detail​

Opt-outs for SMS campaigns are enforced at two layers:

  1. Twilio (carrier-level) — Twilio automatically intercepts inbound replies matching any of the standard opt-out keywords and stops further messages to that number from your Messaging Service. The supported keywords are:

    STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT

    These are case-insensitive and processed by Twilio before the reply reaches Outreach. Once a recipient sends one of these keywords, Twilio responds with a confirmation, blocks further messages to that number, and the recipient is added to your Messaging Service's opt-out list. For the full carrier behaviour (including resubscribe keywords like START / UNSTOP), see Twilio's STOP filtering article.

  2. Outreach (application-level) — Outreach records the opt-out against the contact and marks the message status as Opted Out. Future campaigns that include the same recipient will skip them automatically.

For email, opt-outs are handled via the unsubscribe link in your template. When a recipient clicks it, they are recorded as opted out and excluded from future sends.

Because opt-out handling is partly carrier-enforced, you cannot bypass it from Outreach. Always include opt-out wording your recipients can act on, and treat your opt-out list as the source of truth for who you can contact.