# Opt-outs and what the platform remembers

> An opt-out applies instantly, is stored against the phone number, and survives deletion and re-import. Only the contact themselves can lift it.

Fuente / source: https://soporte.konverda.com/en/docs/contacts-and-consent/opt-outs-and-what-the-platform-remembers
Idioma / language: en
Actualizado / updated: 2026-08-25

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When someone asks to stop receiving your messages, Konverda applies it instantly and remembers it forever. That memory does not live on the contact record: it lives on the **phone number**, which is why it survives deleting the record or importing it again.

## What happens when someone writes «BAJA» {#exact-optout}

If the whole message is one of these words — **baja**, **stop**, **unsubscribe**, **darse de baja**, **darme de baja** — the opt-out applies the moment it arrives. Punctuation at the edges is tolerated: «BAJA!» and «Stop.» count the same.

One goodbye message follows:

> Gracias por confirmarlo — no recibirás más mensajes nuestros.

:::nota
That message does not invite anyone back, and that is deliberate. Writing to us again does not lift an opt-out.
:::

## When the words are less clear {#ambiguous-language}

Not everyone writes «BAJA». Konverda distinguishes three levels of language and treats them differently:

| What they write | What the platform does |
|---|---|
| **baja · stop · unsubscribe** (the whole message) | immediate opt-out + goodbye message |
| **no me interesa · dejad de escribirme · quita mi número…** | a two-button confirmation question, and a signal in **«Centinela»** |
| **no · cancelar · parar · dejar** | a signal in **«Centinela»** only — nothing else |

The confirmation question is literally this:

> ¿Confirmas que quieres dejar de recibir nuestros mensajes?
> [ Sí, darme de baja ] [ Seguir recibiendo ]

**«Seguir recibiendo»** (keep receiving) hands the message back to whatever flow was running, which continues where it was. Nothing is lost by having asked.

The third level's words («no», «cancelar») carry too many meanings in an ordinary conversation to act on. So they go to human review and trigger nothing.

## «Centinela»: the review queue {#centinela}

**«Centinela»** collects the signals that are not conclusive. Its header says so plainly: nothing is opted out automatically — you decide who leaves.

Each card shows the contact, the reason, the quoted message and how long it has been waiting. Two actions: **«Dar de baja»** (opt out) or **«Descartar»** (discard). Resolved ones stay in the **«Resueltos»** (resolved) tab with who resolved them.

## When the opt-out comes from WhatsApp {#meta-signal}

WhatsApp tells us too. If Meta returns error `131050` — the user stopped marketing messages — the opt-out applies on its own, without passing through **«Centinela»**. Other delivery errors go to **«Centinela»** as a signal, never as an opt-out.

## What the platform remembers, exactly {#the-suppression}

The opt-out is stored as a **suppression tied to the phone number**, not to the record. It is the first thing checked before every send, before any other rule.

In practice:

- You delete the contact: the opt-out stands.
- You import them again tomorrow: it stands.
- Someone marks them as a marketing contact by hand: they cannot, and the app explains why.
- You merge two duplicate records and one had opted out: the survivor is opted out. The most protective option always wins.

::figura{src="bajas-view" alt="The Bajas view in Contactos with the reason and date of each opt-out" pie="Contactos → Bajas: who asked to leave, why and when."}

## How an opt-out is lifted {#lifting}

One way only: **the contact themselves** ticks an explicit consent checkbox — on one of your forms or on an order in your connected store. That act, and only that act, lifts the suppression, and it is recorded with its provenance.

:::aviso
There is no button to lift an opt-out. Not for you and not for us. That is intentional.
:::

## Deleting a contact for real {#erasure}

In **«Contactos»** (contacts) → **«Bajas»** (opt-outs), every row offers **«Eliminar del todo»** (delete completely): the definitive erasure (GDPR) of the data and the history. It cannot be undone.

Even so, the number stays on the suppression list. The confirmation says so before you press, and the message afterwards repeats it: the contact is gone, their opt-out stands.

What survives an erasure is deliberately minimal: the phone's fingerprint with the fact and date of the opt-out, the skeleton of the consent trail, and a receipt for the erasure. Neither the phone number nor the name.

## How long data is kept {#retention}

In **«Ajustes»** (settings) → **«Datos»** (data) you set the retention of **technical events** (webhooks, clicks, orders): between 30 and 365 days, 90 by default. It is the only automatic purge in the system.

The same screen holds the **«Registro de borrados»** (deletion log): the proof of every erasure — what was deleted and who asked for it — identified by fingerprint, with no phone number kept.