How to manually set consent on a lead

When to use manual consent

Use manual consent fields when a team member creates a lead by hand or updates a lead after speaking with a customer.

The goal is to record what the business knows about how the customer can be contacted, not to invent permission after a message is blocked.

Choose SMS consent status

• Unknown when the business does not have enough proof for SMS.
• Customer called us when the lead came from a service inquiry by phone.
• Customer texted us first when the customer started the SMS conversation.
• Customer gave express consent when the customer clearly agreed to receive SMS.
• Transactional/service only when only operational messages should be sent.
• Unsubscribed when the customer opted out or replied with a STOP keyword.

Choose email consent status

• Unknown when the business does not have enough proof for email.
• Customer submitted website form when the customer asked for service through a form.
• Customer gave express consent when the customer clearly agreed to receive email.
• Transactional/service only when only operational email should be sent.
• Unsubscribed when the customer opted out of email.

Record the source and note

Use the consent source and consent source note to explain why the business can contact this customer. Keep the note short, factual, and tied to the customer interaction.

• Example: Customer called about a plumbing quote on May 3.
• Example: Customer gave verbal permission by phone to receive SMS updates.
• Example: Imported contact, consent proof not confirmed.

Before saving

1. 1Confirm the consent status matches the channel.
2. 2Choose a source that matches what actually happened.
3. 3Add a short source note when the source is verbal, manual, or imported.
4. 4Use service follow-up for active requests and marketing only with valid marketing proof.
5. 5Save the lead, then send only when the selected purpose matches the consent evidence.