How to set communication consent on a lead

Why this matters

Cendaro blocks unsafe outbound SMS and email when consent is missing, unknown for marketing, or unsubscribed. For manual leads, the person creating the lead should record the consent evidence the business has.

Consent belongs to the business workspace. Cendaro stores the evidence and uses it to decide whether a message can be sent for the selected channel and purpose.

Fields to capture

• SMS consent status, such as unknown, customer called us, customer texted us first, customer gave express consent, transactional/service only, or unsubscribed.
• Email consent status, such as unknown, customer submitted website form, customer gave express consent, transactional/service only, or unsubscribed.
• Consent source, such as website form, booking form, missed call, voicemail, inbound SMS, manual entry, phone verbal, paper form, SMS START keyword, or imported contact.
• Consent source note with the plain-language reason, for example that the customer called about a quote or gave verbal permission by phone.

Service follow-up versus marketing

Service follow-up covers replies about a service request, quote, booking, reminder, or operational follow-up. Marketing covers offers, promotions, newsletters, or general updates that are not needed to complete the customer's request.

• Use implied inquiry when the customer contacted the business about a service request.
• Use express consent when the customer clearly agreed to receive SMS or email messages.
• Use transactional/service only when the business should only send operational messages.
• Use unsubscribed when the customer opted out or replied with a STOP keyword.

Before sending

1. 1Open the lead and review the communication consent section.
2. 2Confirm the SMS or email channel is not unsubscribed.
3. 3Choose a message purpose that matches the content you are sending.
4. 4For marketing, confirm express or otherwise valid marketing consent evidence exists.
5. 5If Cendaro blocks the send, update consent only when the business has valid proof.

When customers opt out or opt back in

If a customer replies STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT by SMS, Cendaro should mark SMS consent as unsubscribed and block future non-essential SMS. If the customer replies START, Cendaro can restore active express SMS consent when the provider supports that workflow.