Sometimes, your unsubscribe rule might not catch the keywords your customers are using to say they want to unsubscribe. Or perhaps you may have accidentally deleted the rule completely. In any case, you want to find those customers and unsubscribe them. Thankfully, it's a simple process.
#1 Run a report
Go to Reports > Message Log.
You'll need to run a message log report that looks for the keywords your customers have been using to say they want to unsubscribe (for example, "Stop" or "Unsubscribe") in the Filter by Keyword(s) field and Received in the Filter by Sent or Received field;
Be sure to apply any other filters you like (such as a larger date range), then hit Run Report.
#2 Export the contacts
Once the report is finished running, click Email Report on the top right of the screen to have the report emailed to you.
In the email, you'll find a link to download the report, which will be in a .CSV format (this can be opened in Excel). Copy all the numbers from the Source field (column C) into a new Excel spreadsheet in column A. Then, save this spreadsheet as a comma delimited CSV file.
#3 Upload the contacts into a new group
Now that you have a list of all the contacts who want to be unsubscribed, upload them into a new group. Follow this guide for step-by-step instructions.
#4 Unsubscribe all the contacts
Go to the contacts tab and click on the group you just uploaded. Then, select all the contacts and click "Unsubscribe selected contacts" (be sure to adjust the view 5/page value if you cannot see all the contacts).
Violá! All of those contacts will now be unsubscribed.