An inactive subscriber is someone who has been added to your account but has not opted into ongoing communication. Because of that, inactive subscribers will not receive any mass texts you send.
How do inactive subscribers happen?
Having inactive subscribers in your account is a bit uncommon, but it can happen in a couple of different ways:
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, just head to Settings > SMS > click on your number > and toggle on "Add subscribers to a list when they text this number".
Your keyword isn't opting subscribers into ongoing texts.
Each keyword optionally allows you to opt people into 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 > click on any keyword > 3-dot 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 Signup Form's opt-in confirmation.
When using a signup form, double opt-in confirmation is required. This means if someone new fills out your signup form, they'll receive an automated message asking them to confirm their opt-in. If they never reply to confirm, they'll still have a subscriber profile in your account, but they will not be opted into ongoing communication. 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 > SMS Status > Inactive > Apply.
How do I opt in the inactive subscribers already in my account?
If you have inactive subscribers in your account and would like to opt them in, you'll first filter to view these subscribers using the steps above.
Once you've done that, just click Actions > Export. This will export a file of these contacts to your computer and you can import them by heading to Subscribers > Add Subscribers > Import CSV/Excel file. This action of importing them will change their inactive status to opted-in.