Category-Scoped SMS Opt-Outs (A2P 10DLC) in a Multi-Tenant Platform

Sat, 30 May 2026 10:00:00 +0530

Here’s a compliance bug that never throws an exception, never pages you, and quietly makes your product worse: a customer texts STOP to cancel a promo, and now they also stop getting the “your technician is on the way” text they actually wanted. The code did exactly what it was told. The product still failed the person.

I hit this while owning the outbound and texting stack on a venture-backed AI voice platform for the home-services industry — an AI receptionist that answers calls and texts for contractors, books jobs into their field-service CRM, and runs outbound campaigns. The last big thing I shipped there was making SMS opt-out category-scoped instead of global. It sounds like a checkbox. It’s actually an end-to-end change that touches your inbound webhook, your outbound send path, your CRM sync, and your dashboard. This is how I did it, and why the obvious implementation is the wrong one.

Compliance on Kuldeep Pisda

Category-Scoped SMS Opt-Outs (A2P 10DLC) in a Multi-Tenant Platform