When someone requests to stop receiving communication from your Market Center Site, it’s critical to honor that request promptly. Not only is this a best practice for professionalism and respect, it also helps ensure compliance with local, state, and federal communication regulations. In the steps below, we’ll walk through some best practices for handling these.
IMPORTANT: If someone replies “STOP” to a text message, this automatically opts them out from receiving text messages in the future, but it does not opt them out of emails. Follow the steps below to make it a best practice to opt such contacts out of all communication.
Follow these steps to properly manage opt-outs:
1. Update the Opportunity Card #
Updating the opportunity provides visibility for your team, and tracks the contact through the process, keeping record of their status for reporting.
- Locate the Opportunity Card in the appropriate Pipeline.
- Move the contact’s opportunity into the Discontinued Process stage.
2. Update the Contact Card #
Updating the Opportunity Card to the “Discontinued Process” stage should automatically opt the user out of future communication, but best practice notes that we should also do the following:
- Open the Contact Card
- Once you’ve closed the Opportunity Card, click the person’s name on the card to open the Contact Card
- If on the Dashboard, select Contacts from the left navigation, then search for and select the Contact’s name
- Scroll down and enable DND (Do Not Disturb) for all channels.
- Once applied, you’ll see confirmation such as: “DND enabled by customer for all channels.”
- This ensures no further communication (email, SMS, or calls) is sent through the system.
3. Remove from Automations #
While moving the Contact Card (step 1) should remove them from automations, and enabling DND (step 2) removes them from receiving communication, it’s a best practice to confirm they aren’t sitting in any automations. Removing them here doesn’t really do anything other then eliminate them from any automations they might be lingering in. This is more for reporting as they will not be receiving any communication once DND’d.
- After completing step 2, scroll up slightly as show in the video until you see Automations within the Contact Card.
- If any are displaying under “Active”, click the X to remove the contact from the automation.
Why This Matters #
- Protects your Market Center from potential compliance issues.
- Maintains trust and respect with agents and recruits.
- Keeps your system clean and accurate, avoiding wasted follow-ups on people who don’t want outreach.
