Check SMS consent before contacting a customer.
What to check
Record whether SMS permission is unknown, tied to an inbound enquiry, express, service-only or unsubscribed. A phone number alone is not evidence of permission. STOP keywords unsubscribe the SMS channel; START can restore it through a supported provider workflow.
Check the channel and purpose
SMS and email consent are recorded separately for the business workspace. Service follow-up concerns the customer’s request, quote or booking; it is not permission for unrelated promotions. Respect opt-outs and record the real source and date of consent.
When a message is blocked
Read the reason, check consent and channel configuration, and review the recent thread before retrying. Do not invent consent or override an opt-out to make a message send. If you cannot resolve the issue, ask your workspace Owner or support.
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