---
title: "Retrieve SMS Opt-Out Record"
slug: "retrieve-sms-opt-out-record"
description: "Learn ways to retrieve SMS opt-out records in Gladly."
updated: 2025-09-03T18:29:38Z
published: 2025-09-03T18:29:38Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Retrieve SMS Opt-Out Record

When Customers [opt out of receiving SMSes](https://help.gladly.com/docs/opt-out-of-sms-messages) from a particular phone number you used to communicate with them, a carrier systematically manages their request, and further communication is blocked. This prevents you or them from sending additional SMSes unless the Customer [opts-in](https://help.gladly.com/docs/opt-in-to-receive-sms) again to receive SMSes from your company.

Currently, there is no way to generate a report or an exact list of unsubscribed Customers. However, you can use [webhooks](https://help.gladly.com/docs/generate-api-tokens-and-create-webhooks) to capture changes to Customer Profile details, including changes to Customers losing the **Mobile** [tag](https://help.gladly.com/docs/tag-a-phone-number-as-sms) for their phone number, which indicates an unsubscribe.

The webhook setup works like this:

1. [Create](https://help.gladly.com/docs/generate-api-tokens-and-create-webhooks#create-webhooks) and configure the CUSTOMER_PROFILE/UPDATED webhook to listen to Customer Profile updates.
2. Retrieve the profile using the [GET Customer Profile](https://developer.gladly.com/rest/#operation/getCustomer) API.
3. Check if SMS is **OFF** for any mobile phone numbers in the Profile.
  - If the *smsPreference* is set to **OFF** for any of their type=MOBILE phone numbers, the Customer does not allow SMS for that number.

The setup above created a notification for every profile update, not just phone number changes. Additionally, you will only be able to tell the current state of a Profile (e.g., the Customer currently doesn't allow SMS, but you won't know that they once allowed SMS).