Review each channel before choosing how to reply.
What to check
Open the lead’s communication consent section. Check SMS and email separately, then verify the source and evidence. Choose a message purpose matching the content. Ask an authorized operator to correct inaccurate evidence; never change it solely to bypass a block.
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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