Article 000003484 · Updated Jun 10, 2024 · 1,495 views
Consent refers to the level of contact permission a customer has established with the center. The customer can provide the level of consent by communicating with a user and having the user enter the consent. The user can enter the information into the system themselves if the Administrator has added this functionality into the workflow. Individual phone numbers can have specific consents, such as Do Not Call or Opt-in. An administrator or supervisor with the appropriate authorities can add consent manually or via Load Objects (CSV).
Creating a Consent Object
Search for Consent in the options menu. Click Plus (+) and fill out the required information.
Information Tab
Field Name
Description
Number
The Customer’s telephone number or it may be an email address.
Consent Type
There are nine consent types in Nextiva:
DNC – The customer has requested no further contact from the contact center under any circumstances.
Expired – For consents uploaded in the Temporary DNC list, this is the date and time in which the Temporary DNC expired.
Opt-In – The customer has agreed to be contacted by the contact center in the future at this address.
Opt-Out All – Opted out of all contact on this address.
Opt-Out Email – The customer prefers that the contact center not contact them at that email address.
Opt-Out Phone – The customer prefers that the contact center not contact them at that address.
Opt-Out SMS – The customer prefers that the contact center not contact them on that SMS address.
Pending – No consent has yet been given by the customer.
Re-Assigned – The person contacted has indicated that this phone number has been Re-Assigned and no longer belongs to the customer.
Campaign
The campaign to which the consent should be applied. Select the list icon to select the campaign and click OK.
Reason
Brief description where the system captures how the consent level was set, or a user can capture why a customer has chosen this level of consent.
Contact ID
The contact ID of the customer.
NOTE: The difference between DNC and Opt-Out All is that DNC will block all contact at any address, whereas Opt-Out All will block all contact at that address.