Email and text preferences — what a customer can opt out of
By the end of this article you will know what leaves your business for a given customer, which of it they can switch off, and what their page tells you about the choices they have made.
What a customer receives
By email, to the address on their record: quotes with an approve link, job confirmations and reminders, the completion email with photos, invoices with a payment link, receipts, statements, and — when you send them — marketing broadcasts and review requests.
By text, to the phone on their record: the appointment confirmation and reminders, “on the way” when the technician taps it, and “job finished” with a link to the photos, each only if you have switched it on under Settings → Company → Customer Messages → Automated Customer Messages. The review request is an email, never a text — automatic on the Pro plan and above.
The language they get it in
Every email and document goes out in the language on the customer’s record — English or Spanish — shown on the Contact Information card as Emails in English or Emails in Spanish. A new customer starts with the language your business signed up in; change it for one customer with Edit → Language for emails.
What they can opt out of
Promotions. Every marketing broadcast carries an unsubscribe link. A customer who uses it drops out of all future broadcasts, and their page shows Unsubscribed from promotions. You cannot undo it from here — that is their choice.
Review requests. Each review request carries its own opt-out link. Their page shows Opted out of review requests. This is the one opt-out you can lift, and only because the customer asked — see Review opt-out.
Text messages. A customer can text STOP to the number that messaged them and everything by text stops; START turns it back on. Both are recorded against their phone number, and the Text message consent card on their page shows the history with the source Text message reply.
What they cannot opt out of
Invoices, receipts, quotes, appointment confirmations and reminders are the emails their own business with you requires; the unsubscribe link does not touch them. Turning off text messages does stop the text reminders — the email versions still go.
Recording consent for texts in person
Texting a customer’s phone needs their permission, and the app enforces it: service texts (confirmations, reminders, on the way, finished) are allowed unless the customer has said no; promotional texts need a recorded yes.
When a customer tells you in person:
- Open their page and find Text message consent. It needs a phone number on the record — the card says so if there is none.
- Read them the script under Read this aloud before recording. The wording is fixed: it is what is stored as the record of what they agreed to.
- Click They agreed or They declined.
The card keeps every decision in order — Agreed or Withdrawn, the channel it covers (Service messages, Promotions or All messages), and where it came from: In person, Booking page (they ticked it while booking on your portal) or Text message reply. Nothing is edited or deleted; the newest entry is the one that counts.
Good to know
- No email, no email. A customer without an address on file receives nothing by email and cannot be invited to the portal. The same goes for texts and a missing phone.
- Portal customers get the same choices. The unsubscribe pages a customer lands on from a link confirm what they turned off and remind them that receipts, invoices and reminders keep coming.
- The broadcast audience already respects all of this. When you pick customers for a broadcast, anyone unsubscribed, deactivated or without an email is left out for you.