Consent and opt-outs
How SKUFlow decides who may get emails and texts, and how customers stop them.
SKUFlow checks consent before every email and text, automated or sent by hand. If consent doesn't allow it, the message is skipped and the message log says why.
Texts
- A number must be OK to text before you text it. (You can always answer a customer who texted you in the last 30 days.)
- A customer who replies STOP gets no more texts from you. Only they can opt back in, by texting START. Your team can't switch texts back on.
- HELP is answered with your business name and phone.
- Marketing texts end with "Reply STOP to opt out."
Customers can tick a box to agree to texts on your request form, website forms and referral page. The box is never ticked for them.
Emails
- Every email has your address and a link to the customer's email preferences, where they choose Offers and news and Order emails.
- A customer who unsubscribes themselves can only opt back in from that link.
- Unsubscribing from marketing doesn't stop order emails such as invoices and receipts.
- Addresses that bounce or mark an email as spam aren't emailed again.
Marketing
Marketing (campaigns, win-back) also needs the customer's marketing preference, and never goes to archived or do-not-service customers.
Change a customer's consent
Open the customer and find Messaging consent in their messages. For each phone and email you can set OK to text, Order emails (reminders, invoices) and Marketing.
A customer's Messaging consent with OK to text, order emails and marketing
Screenshot coming soon
Only set OK to text or Marketing when the customer agreed to it. A STOP reply or an unsubscribe can only be undone by the customer.