Record marketing consent and do-not-contact requests

Marketing consent records, for each e-mail address and phone number, whether the person agreed to receive marketing or objected to it. Campaigns check it before they send, so people who said no are never contacted, and you can show when and how each decision was given.

How consent works

• Consent is kept per channel and per address: E-mail, SMS, WhatsApp and Phone call. An objection follows the address everywhere it appears: on a lead, a contact and a customer that share it.

• Your company chooses the mode in CRM settings:

  • Opt-in required (the default): marketing goes only to addresses with a recorded agreement.

  • Opt-out (objections honoured): marketing goes to everyone except those who objected.

• A Do not contact entry blocks marketing to the address whatever the consent says.

• Invoices, statements and service notices are never blocked by consent. They are part of the business relationship, not marketing.

See the consent of a customer or organisation

1. Open the customer's Customer 360 screen, or the organisation's page from CRM › Customers › Accounts.

2. Find the Marketing consent panel on the Overview tab. The badge beside the title shows your company's mode.

Each channel shows the address and its state: Marketing allowed, Opted out, No consent recorded, Do not contact or No address.

Record a decision

1. In the channel's row, select Record decision.

2. Under Decision, choose Agrees to marketing or Objects to marketing.

3. Choose the Lawful basis: Consent, Legitimate interest or Contract.

4. In Evidence, say where and how it was given: the form, the call, the signed document.

5. Select Save.

Every decision is kept in a history with the user, the date and the evidence, so an earlier decision is never overwritten.

Block or unblock an address

• Select Do not contact in the channel's row to stop all marketing to that address. Use it when the person asks never to be contacted again, or the address is wrong.

• Select Lift do-not-contact to remove the block. The history keeps both actions.

Consent in campaigns

• When you add members to a campaign, each member shows whether marketing to them is allowed and, if not, why.

• When you send a campaign e-mail, members whose consent does not allow marketing are skipped, and the result tells you how many were left out for that reason.

• Marking a campaign member as unsubscribed records an objection for that address, and it applies to every future campaign.

See campaigns and sending a campaign e-mail.

Common questions

Our existing customers stopped receiving campaigns after we switched to opt-in. Why? In opt-in mode an address with no recorded agreement does not receive marketing. Record their consent with the evidence you hold, or review the mode with your administrator.

A person asks what data we hold about them, or to be erased. Is that done here? No. Record it as a privacy request.