Overview
Consent is part of the workflow, not an afterthought. Your team needs a clear rule for when texting is allowed and what happens the moment a customer opts out.
Before you begin
- Review your internal policy for transactional versus promotional or optional messages.
- Make sure staff know where consent is captured and how opt-out status is respected.
Steps
- Before sending texts, confirm the customer has the required consent for that message type.
- Record or preserve the customer preference in the system or in your supporting workflow.
- If a customer opts out, stop non-essential messaging immediately and make the preference visible to staff.
- Reconfirm consent before resuming messaging if there is any uncertainty.
Tips
- When in doubt, do not send the text until the consent question is resolved.
- Train front-office staff and anyone sending updates from the shop floor on the same standard.
Troubleshooting
- If a customer says they should not have been texted, investigate consent and staff workflow before sending anything else.
- If opt-out handling is inconsistent, audit who can send messages and what screen they use.
- If you are not sure whether a message is allowed, treat that as a stop signal.
Related articles
Need more help
For account-specific messaging concerns, include the type of message, whether consent existed, and how the customer says they opted out.