Zap Sequence Breaks (& Stops Entire 45 Step Zap For Every Recipient) Every Time Someone Unsubscribes via Twilio with an SMS STOP Message

  • 25 January 2023
  • 3 replies

Userlevel 1

Using Facebook Lead Integration, we ingest email and phone number parameters. 


At some point in the 30 day sequence of “SMS texts” (these are educational texts), if an active recipient “Unsubscribes” from the Twilio texts with a STOP Unsubscribe message, the Zap sequence doesn’t know this and continues to ATTEMPT to send texts to the recipient based on their position in their respective 30-day sequence. 

At a certain point, the Zap STOPS all executions for all SMSs for every active recipient in the sequence with the ERROR message: Attempting to send SMS to an unsubscribed recipient. 


What is the solution/workaround to integrate the “unsubscribe” signal back to the active Zap so it opt outs the “unsubscribed” lead rather than continuing to send to it - thereby breaking the entire zap for every lead in the active 30-day sequence?


This is very frustrating. The same happens for non-validated phone numbers. 

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3 replies

Userlevel 7
Badge +14

Hi @MarcusAurelius 

Good question.


Twilio help articles related to SMS Opt-Out/Unsub:


Sounds like you probably want to redesign your Zap into multiple Zaps to address some of these issues/shortcomings.


You’d be better served using a operational hub app to track and trigger your sequence, using a database app like Airtable.

  • Airtable has Views.
  • View can have Filters. (e.g. Days = X)
  • Views can be used to trigger Zaps.

Plus doing so will likely save you Zap Tasks while offering more flexibility.


At a minimum you need to log the unsubscribes somewhere. (e.g. Airtable Base.)

Then you can add additional Zap steps before each SMS send. (Then again that’s only adding more Zap Tasks.)

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Userlevel 1

Tremendous answer. Thank you so much for taking the time!

Userlevel 7
Badge +11

Hi there, @MarcusAurelius!

Just wanted to check-in to see if you were able to solve this using Troy’s suggestions here? Eager to make sure you’re all set! 🙂