Record a customer's consent to messages

The CRM sends campaigns and flows on a channel only to customers who agreed to that channel. You record that agreement, or a refusal, on the customer's record.

Before you start

• You need Change the CRM: tags, notes, consent, segments, campaigns, deals.
• Ask the customer first. Record a yes only when they said yes.

Steps

1. Open CRM, search for the customer and open their record.
2. Find the Consent card. Each channel shows Agreed, Said no or Not asked, with the day, how and who.
3. On the channel's row, pick how the customer told you: in person, through online orders, on WhatsApp or from an imported list (pick the option that fits best).
4. Select Agreed to record a yes, or Said no to record a refusal.

The card updates and shows Consent recorded.

How consent works

• Never asked means never messaged. A customer with Not asked gets no campaign or flow on that channel.
• A no wins until the customer agrees again.
• The customer's own stop always wins. Two sources can only come from the customer, never from your team:
  • Replied STOP: they wrote STOP, unsubscribe or a stop word in their language on WhatsApp. Right after one of your marketing messages, a plain "cancel" counts too.
  • Unsubscribe link: they used the link at the bottom of a campaign e-mail, or their mail program's unsubscribe button.
• Consent is checked again right before each message goes. If a customer says no after a campaign started, they do not get it.
• Each entry keeps the state, the moment, the source and who recorded it, so you can show when and how a customer agreed.

Good to know

• There is no bulk consent import: you record consent one customer at a time.
• The Agreed on rule in a segment picks customers who agreed on a channel. See build a segment.
• The campaign preview counts how many customers in the segment did not agree or cannot be reached. See send an e-mail campaign.
• The customer's consent records are deleted with your account.