An inactive subscriber is someone who has been added to your account but has not opted in to ongoing communication. Because of that, inactive subscribers will not receive any mass texts you send.
How can someone become an inactive subscriber?
Having inactive subscribers in your account is a bit uncommon, but it can happen for a couple different reasons:
Your 10-digit number isn't automatically opting people in.
If someone who has never interacted with your account sends a non-keyword text to your number, a subscriber profile will be created for them, but they will not be automatically opted in. Their status will be inactive.
To have your number automatically opt people in when they text it, just head to Settings > SMS > Click on your number > Toggle the Add subscribers to a list when they text this number slider on.
Your keyword isn't opting subscribers in to ongoing texts.
Keywords allow you to opt people in to ongoing communication. But if this setting is disabled, people who participate (and are not already a subscriber in your account) won't be opted in. Their status will be inactive.
To check this setting, just head to Keywords > Select any keyword > Click the ⋮ icon > Edit > Scroll down to ensure the box is checked next to Opt-in subscriber to receive ongoing texts.
People aren't responding to your sign-up form's opt-in confirmation.
When someone new fills out your sign-up form, they'll receive an automated message asking them to confirm their opt in with a response. If they never reply, they'll still have a subscriber profile but they will not be opted in to ongoing communication and their status will be inactive.
How do I view my inactive subscribers?
You can easily view your inactive subscribers by heading to Subscribers > View All > + Filter > Select SMS Status > Inactive > Click Apply.
How do I opt in the inactive subscribers already in my account?
First, you'll need to view these subscribers using the steps above. Once you've done that, click Actions > Export. This will export a file of these inactive contacts to your computer.
You can then opt them in by importing the list back in to your account. Head to Subscribers > Add Subscribers > Import CSV/Excel file > Select the file you just exported to your computer.
If you have any questions, reach out to our team via the live chat. We'd love to help!