Stay Compliant with Communication Consent

Reach customers without crossing a line — honor their channel preferences and opt-out requests every time you call, email, send SMS, use WhatsApp, or reply in a conversation. This page is your practical checklist for doing that consistently across the team.

This article is practical guidance for sales users, managers, and admins. It is not legal advice. Your organization is responsible for deciding the consent rules that apply to its region, industry, and customer base.

Use This Page For

• Understanding when to call, email, SMS, or WhatsApp a customer.
• Reviewing customer communication preferences before outreach.
• Using approved templates for regulated or template-based channels.
• Handling opt-out, unsubscribe, or do-not-contact requests.
• Keeping activity logs accurate after customer communication.

Before Contacting a Customer

Before calling or sending a message, open the customer record and review the latest context.

1. Confirm the customer identity and contact details.
2. Check recent activity so you do not repeat outreach unnecessarily.
3. Review preferred channel, opt-out notes, or do-not-contact instructions.
4. Use approved templates when your team requires them.
5. Confirm the message is relevant to the customer's enquiry, deal, or request.
6. Log the outcome and create the next task after the conversation.

Channel Guidance

Channel	Check before use	Good practice
Phone call	Customer has not asked to stop calls; number is valid; calling time is appropriate.	Add the call outcome, summary, and next follow-up.
WhatsApp	Customer preference and template rules are respected.	Use approved templates where required and avoid sending repeated messages without context.
SMS	Opt-out and message relevance are clear.	Keep the message concise and linked to a real sales or service context.
Email	Address is valid and customer has not unsubscribed where applicable.	Use clear subject lines and avoid sending duplicate content.
Shared inbox	Conversation owner and status are clear.	Assign ownership and close the loop when the customer is answered.

Good Communication Hygiene

• Check the contact record before sending a message.
• Use approved templates where the channel requires them.
• Do not continue outreach after a customer opts out.
• Add notes when a customer changes their communication preference.
• Make sure message content is accurate before sending.
• Avoid sending the same message repeatedly from multiple users.
• Update the record when the customer asks to be contacted later, contacted only on a specific channel, or not contacted again.

Handling Opt-Out or Do-Not-Contact Requests

If a customer asks not to be contacted, update the record immediately according to your workspace process. Add a factual note that includes the channel, date, and request. If your role does not allow you to update the preference directly, escalate to your manager or admin.

Do not rely on memory or private notes. Consent-related updates should be visible in the customer record so future outreach does not accidentally continue.

Related Guides

Guide	Description
Log Calls, Messages, and Emails	Record communication history and outcomes.
Omnichannel Inbox	Manage shared conversation workflows.
Integrations	Understand how communication channels connect to Brixi.
Compliance Reports and Analytics	Review communication activity, failed messages, and compliance signals.

Troubleshooting

Contact your workspace admin if consent fields, opt-out notes, templates, or channel access are missing. Contact Brixi support if your admin confirms setup is correct but messages send unexpectedly, preferences are not visible, or message status does not match the expected result.