Handle opt-out or communication consent

Question

Customer says do not message me, or a channel requires consent.

Steps

• Open the person profile, Communications, Inbox, or notification preferences area that records consent/suppression.
• Record opt-out for the correct channel: SMS, WhatsApp, email, push/system, or all outbound marketing as policy requires.
• Keep internal notes factual: who requested opt-out, channel, date, and staff actor.
• Do not send campaigns, automations, or manual messages on opted-out channels. Use Internal Note for staff-only context.
• If customer opts back in, use the approved opt-in process and provider rules before sending again.
• Review campaign audience preview and suppression lists before every bulk send.

Correct outcome

Customer consent is respected, future sends are suppressed where required, and staff can still maintain internal operational notes.