What it covers
Keep a clear customer-level record of communication choices rather than treating every address as automatically sendable.
Communications
Communication preferences
Respect consent and unsubscribe state as part of outreach.
How it works
Make consent part of the customer record
Give the team a clear place to review communication choices and unsubscribe state before outreach. Preference checks help prevent a send workflow from treating every address as automatically eligible.
In practice
Keep customer-level choices visible to permitted communication workflows.
When to use it
Useful situations
- Record a customer’s choice about marketing or other supported communication.
- Check consent and unsubscribe state before preparing an outreach list.
- Give teammates a visible record of why an address should not be contacted.
A working path
How the work moves
Open the correct recipient
Find the customer or lead record and confirm that the communication preference belongs to the correct person or address. Avoid changing a preference based on a similarly named record.
Record the choice
Use the supported preference controls to update consent or unsubscribe state, preserving the choice and its context where the workflow provides it. Follow the team’s process for recording how the request was received.
Check before outreach
Review preferences again when preparing a message or campaign. If the customer’s status is unclear, resolve the record first rather than assuming the address can receive every type of communication.
Illustrative scenario
Opt-out request
A teammate receives a request to stop promotional outreach, confirms the customer record, updates its preference and checks the state before preparing any later message.
Before you start
What to check
- Preference records are recipient-specific; verify identity and scope before changing consent or unsubscribe state.
- Preference controls support operational compliance but do not replace your organisation’s legal basis, policy or recordkeeping obligations.
Can a team send to an unsubscribed contact?
Communication workflows check preference and unsubscribe state before permitted sends.
Does one preference cover every message type?
Use the specific preference state available for the recipient and the communication being prepared; do not assume all purposes are interchangeable.
Get started
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