Respecting customer communication preferences is essential for building trust and maintaining a positive customer experience. If a customer requests to stop receiving marketing messages, it is important to honor their preference and ensure they are excluded from future communications.

In this article, you'll learn how to manage customer opt-out requests, exclude opted-out customers from broadcasts, and prevent automated flows from sending messages to customers who no longer wish to receive them.

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Managing Opt-Out Requests: 

When a customer asks to stop receiving messages:

1. Open the customer's chat or profile.
2. Add a tag such as OPT_OUT to the customer profile.

This tag helps you identify customers who no longer wish to receive communications.

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Exclusion from Broadcasts: 

Customers tagged with OPT_OUT are automatically excluded from broadcasts by default. This ensures that customers who have requested to stop receiving marketing messages do not receive future broadcasts.

Note: Do not remove the OPT_OUT tag from the default exclusion list unless you want to include these customers in your broadcasts.

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Flow Exclusions and Opt-Out Tags: 

Automated Flows send messages to customers based on predefined conditions. If a customer has the OPT_OUT tag, make sure to add a condition in your Flow to check for this tag before sending any marketing messages.

This ensures that customers who have opted out are excluded from the Flow and do not receive unwanted communications, helping you respect their preferences.

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‍Keywords: Customer opt-out, Communication preferences, Managing opt-out requests, Adding tags, OPT_OUT tag, Privacy.

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