We have experienced several instances where the customer will respond with the word "Cancel" and Service Titan automatically assumes they want to be opted out from messages. Sometimes the customer is not meaning Cancel - to opt out of messaging, sometimes the customer is saying Cancel - to cancel the job. We need settings that can be changed where we can say Cancel - means cancel the job and Stop - means to opt out of messaging? This is very confusing to our CSR's as well as the customers.
If I may - until your idea comes to life, it may also be helpful to take a look at customizing your notification messages to ensure your customers know to reach out to you if they need to make adjustment to their appointment or service.
Thanks again for your great suggestion!