If you’ve spent any time recently in your customer’s profiles, I’m sure you’ve noticed our newest feature - the Opt-out Toggles for your customer’s various modes of communication. But what do they actually mean? Well, let’s take a look:
First on the list, the email toggle: when this section is marked in green, the customer will receive emails from your company as normal. Customers who wish to be unsubscribed to opt out - if they do so via an email message this will turn to red automatically, however if your customer reaches out to ask you to remove them from your list it is best practice to do so, and you can simply click the toggle to turn this off for them.
Then we have the SMS toggle: When enabled in green, customers will receive SMS/text messages from you. When Red, they will not be able to receive SMS via workflow, Custom SMS, SMS Autoresponders or Quick SMS. This will also update automatically to off if a customer replies “STOP” to any SMS message. In addition, this disables the function of the SMS from the customer’s profile.
Two-Way SMS: Opting in to two-way SMS is separate from the SMS in general, as this is referring specifically to the two-way SMS function within the software. If you currently have access to the two-way SMS function on your account, this will populate here, otherwise it will not. Customers again can opt-out of SMS via the two-way with a response of “stop” which will also opt them out of all other texts. These two options are only listed separately because they are different functions within the software that do not apply to all users - SMS opt-out from the customer’s side will turn off both toggles, from your side you may turn off one or the other.
Workflows: This toggle will exempt your customers from the communicative actions of workflows. This could be SMS messages, emails, notes in their customer portal, or any other option available in the workflows. The other actions will still take place, however, such as changing folders or statuses.
Of course, any time customers opt-out of these means of communication they will be automatically updated. If you are going to pursue communication with them afterwards you MUST obtain the customer’s explicit permission to be opted in again. As always, if you have any questions please contact us at firstname.lastname@example.org!