Organize Communication Preferences

Keep the context

Document the business identified to the customer, the channel, the purpose, the disclosure shown, and when and how permission was provided.

Separate permissions

Keep inquiry follow-up, marketing preferences, and SMS choices distinct where appropriate. Avoid prechecked opt-in boxes.

Make opt-outs actionable

Record a change promptly and ensure relevant tools and staff use the updated preference before sending more messages.

Define responsibility

Agree who maintains the records and who reviews them before a workflow goes live. Tools support this process; they do not establish permission on their own.

General process guidance. Project requirements and responsibilities depend on your business and service agreement.