Why Cendaro blocks some messages

Why blocking exists

Cendaro blocks some outbound SMS and email messages when the contact's consent evidence does not support the selected channel and message purpose.

The block is intentional. It prevents teams from accidentally sending marketing to unknown contacts, messaging unsubscribed customers, or using service follow-up consent for unrelated promotions.

Common block reasons

• The contact is unsubscribed for the SMS or email channel.
• The message purpose is marketing, but consent is unknown.
• The message purpose is marketing, but consent is transactional/service-only.
• No consent record exists and the lead source does not provide safe inbound service context.
• The selected purpose does not match the content being sent.

Service follow-up versus marketing

Service follow-up messages can be allowed when consent evidence supports an active inquiry, quote, booking confirmation, booking reminder, or operational follow-up. Marketing needs stronger permission and should not rely on a service request alone.

What gets logged

When a message is blocked, Cendaro should record a message event with blocked status and consent_blocked as the error code. This gives the workspace evidence of why the send did not happen.

What your team should do

1. 1Review the lead's SMS and email consent status.
2. 2Confirm the message purpose matches the content.
3. 3Check whether the customer replied STOP, START, or otherwise changed consent.
4. 4Update consent only when the business has valid proof.
5. 5If the message is truly operational, choose the correct service follow-up purpose before retrying.

What not to do

• Do not mark express consent without evidence.
• Do not switch a marketing message to service follow-up just to bypass the guard.
• Do not send around Cendaro from another tool when the customer is unsubscribed.