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Messaging, Consent and Compliance
Reply safely, track consent, handle unsubscribe status, and preserve audit evidence.
How SMS consent works
Check SMS consent before contacting a customer.
How email consent works
Keep service email and marketing permission separate.
Service follow-up consent
Keep follow-up relevant to the requested work.
Express marketing consent
Keep evidence of what the customer agreed to receive.
Review communication consent on a lead
Review each channel before choosing how to reply.
Record consent for a manual lead
Record factual permission when creating or updating a manual lead.
SMS STOP and START
Understand opt-out and resubscription in the SMS channel.
Resubscribe with START
Check that a customer’s START reply was processed before sending again.
Understand message events
Use message history to understand what happened to a communication.
Read message history
Review the record before retrying or escalating a message issue.
Why messages are blocked
A block can protect consent or signal an unavailable channel.
Write useful SMS follow-ups
Keep messages concise, accurate and appropriate to the customer’s request.
Still need help?
Send the support team the workspace, feature, and issue details so we can respond with useful context.