Client consent

Can text, Can email and Emails about their booking only decide what reaches each client, automatic or typed.

Every contact and lead has three switches under Texts and emails. They are the client's own yes or no, and every text and email checks them before it goes, including one typed by hand.

The three switches

  • Can text. Off, no text goes to them, automatic or typed. They turn it off by replying STOP and back on by replying START.
  • Can email. Off, no email goes to them, automatic or typed. The unsubscribe link in every automatic email changes it.
  • Emails about their booking only. On, delivery, pickup, order and issue emails still go; quote follow-ups and other automatic emails do not.

Change one by hand

  1. Open the contact (or the lead) and find the Texts and emails section.
  2. Click the switch and change it.
  3. Texts last changed by and Emails last changed by now say it was set by staff, with the date.

Good to know

  • When a client says no on a quote or an order, the contact box on that record says so ("Does not want texts", "Emails about their booking only"), so you see it before you write.
  • Every automatic client email carries an unsubscribe link. The client can choose Keep job updates, stop everything else, or stop all emails and texts. It takes effect at once, on every contact and lead with that address.
  • Every automatic client text ends with "Reply STOP to opt out." A STOP reply turns Can text off on every contact and lead with that number.
  • The last-changed fields say how each one changed: set by staff, their unsubscribe link, they replied STOP, an import or the API.
  • A new contact or lead takes the no that its phone number or email address already carries.
  • An email you type in the composer is your own letter and has no unsubscribe footer, but it is still refused when Can email is off.

If something goes wrong

  • A send is refused with a sentence about the client's choice. The client has said no to that kind of message. Call them, or ask them to reply START or use their unsubscribe page again.
  • Nothing reaches any client, even with every switch on. Client messages may not be turned on for your company yet. See Turn on client messages.
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