Communication Preferences

Located in both the Communication Center and the customer profile, the Communication Preferences tab appears in the left-hand panel with customer information.

Note: The Dispositions icon in the Communication Center has been moved to the second position in the tab, previously located at the end.

Selecting the Communication Preferences icon displays the customer's contact information and options to opt them in or out of all communications, or individually for email, phone calls, and SMS messages.

You can also opt the customer out of specific contact methods, such as individual phone numbers or email addresses.

Selecting the Communication Preferences icon displays the customer's contact information and options to opt them in or out of all communications, or individually for email, phone calls, and SMS messages.

A checked box indicates the customer is opted in (subscribed); an unchecked box indicates they are opted out (unsubscribed) for that communication method.

All Communications: Applies opt-in or opt-out status across all communication types—email, phone calls, and SMS. This setting affects all email addresses and phone numbers listed on the customer's profile.

Email Addresses: Allows agents to opt individual email addresses in or out based on customer preferences.

Phone Numbers: Allows agents to opt individual phone numbers in or out of calls or messages based on customer preferences.

If a customer has previously opted out through a disposition, email unsubscribe, or SMS opt-out, the corresponding checkbox will appear unchecked to reflect that status.

The tab also includes Opt-Out History, which displays which options were subscribed or unsubscribed, along with the date, time, and who made the change.

This information is also included in the Opt In outs Data Export Template.

Agents can update any or all of a customer's communication preferences during a single interaction. For example, if a customer requests to receive only calls or only texts, the agent can apply those preferences directly in this tab without requiring the customer to opt out of each contact method individually

This information is also available in the customer’s profile under Admin > Customers. Managers can update communication preferences based on call reviews or other interactions.

We recommend that managers regularly review the Opt-Ins/Outs data export to ensure the feature is being used appropriately and consistently. It’s also helpful to meet with the team to discuss scenarios that do—and do not—warrant removing a customer from communications.