What service follow-up consent means

Definition

Service follow-up consent means the business has a reasonable basis to contact the customer about the service request, quote, booking, reminder, or operational next step the customer asked about.

It helps your team respond to active customer work without treating every reply as marketing.

Common service follow-up purposes

• Responding to an inbound form, missed call, voicemail, inbound SMS, or direct customer inquiry.
• Following up on a quote or service request.
• Confirming a booking or reminding a customer about scheduled work.
• Asking for availability, access details, or information needed to complete the job.

Consent evidence that can support service follow-up

• Implied inquiry when the customer contacted the business about a service.
• Express consent when the customer clearly agreed to be contacted.
• Implied existing business relationship when there is a relevant recent relationship.
• Transactional/service message context when the message is needed for the service interaction.

What service follow-up is not

Service follow-up is not a shortcut for promotions, seasonal offers, newsletters, or general win-back campaigns. Those messages are marketing and need stronger consent evidence.

If no consent record exists

For marketing, no consent record should block the message. For service follow-up, Cendaro may allow a send only when the lead source is inbound and the context supports operational follow-up. The event should still preserve unknown inbound context evidence when available.

Operator checklist

1. 1Confirm the message is about the customer's active request or booking.
2. 2Choose a service follow-up, quote follow-up, booking confirmation, or booking reminder purpose.
3. 3Check that the contact is not unsubscribed.
4. 4Record consent source and notes when creating or updating a manual lead.
5. 5Use marketing purpose only when marketing consent evidence exists.