Express marketing consent is a clear customer agreement to receive offers, updates, or promotional messages from the business. It is separate from service follow-up consent.
Definition
Express marketing consent means the customer clearly agreed that the business can send promotional SMS or email. The agreement should be recorded for the workspace and channel.
It is different from service follow-up consent. A customer asking for a quote may allow relevant follow-up, but that does not automatically mean they agreed to receive promotions or general offers.
Examples of marketing messages
- Seasonal offers, discounts, promotions, and coupons.
- Newsletters or general business updates.
- Win-back campaigns that are not tied to an active service request.
- Messages encouraging a customer to buy a different service unrelated to their current request.
What proof to record
- Channel, such as SMS or email.
- Consent type set to express when the customer clearly opted in.
- Consent source, such as website form, booking form, phone verbal, paper form, SMS START keyword, or imported contact when proof is available.
- Consent text or note explaining the wording the customer accepted.
- Captured date, language, and unsubscribe date when applicable.
Marketing should be blocked when
- The contact is unsubscribed.
- Consent status is unknown.
- Consent type is transactional/service-only.
- The team cannot explain where the marketing permission came from.
Before sending marketing
- 1Choose marketing as the message purpose.
- 2Check that the customer has active express marketing consent for the channel.
- 3Confirm the message identifies the business clearly.
- 4Include or respect the correct opt-out path.
- 5Keep service follow-up and marketing campaigns separate in your workflow.
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