Contact opt-in and blocking
Record communication permission for customer addresses and block activity associated with a contact.
What it is
Contact opt-in records whether you may communicate using a particular customer address. Blocking is a separate control that applies to visitors linked to a contact. INSIDE can also block a contact automatically when it accumulates unusually many linked visitors.
Who uses it and why
- Operators check and update the permission for the address they intend to use.
- Administrators arrange Salesforce consent mappings and investigate unexpected blocking.
- Visitors supply their communication choices through configured forms and channel interactions.
Where to find it
Open the contact editor and use the communication-permission icons beside the relevant address or number. Their tooltips describe opting in or out for that communication type. The Visitor panel includes the Blocked control.
Powerfront manages Salesforce permission mappings under Settings › General Settings › Salesforce.
How it works
Communication permission belongs to each saved address value. Email, text and WhatsApp choices are separate. Select the relevant address's permission control and save the contact changes. An operator opt-out can add a system message to affected messaging conversations.
With Salesforce mappings configured, INSIDE can read SMS or WhatsApp permission from the linked Salesforce record and send operator permission changes back. If several submitted values include an explicit opt-in, the mapped Salesforce field becomes opted in. Otherwise, submitted explicit opt-outs set it to opted out.
When you block a visitor linked to a contact, INSIDE asks you to confirm the contact-wide action. It also blocks the contact's linked visitors and records the action. Unblocking through the same control asks for confirmation and removes that contact-wide block.
Configure it
Ask Powerfront to configure Text Opt-In Mapping and Whatsapp Opt-In Mapping if your Salesforce integration should exchange those choices. Both are unset by default.
The standard automatic-blocking thresholds are more than 1,000 linked visitors overall, or more than 150 within 180 days. Powerfront can change these thresholds for you.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Text Opt-In Mapping | Settings › General Settings › Salesforce | website | Not set | Powerfront | Map text-message permission to a Salesforce field for linked contacts or person accounts. When not set, text-message permission is not exchanged through this mapping. |
| Whatsapp Opt-In Mapping | Settings › General Settings › Salesforce | website | Not set | Powerfront | Map WhatsApp permission to a Salesforce field for linked contacts or person accounts. When not set, WhatsApp permission is not exchanged through this mapping. |
Limits and good to know
- Unknown permission is distinct from an explicit opt-in or opt-out. Do not treat a missing choice as permission.
- Newly added contact-level email, mobile and WhatsApp values normally start opted out unless an opt-in is supplied.
- Contact merges can preserve an opt-in from either matching value. Check permission after merging.
- Consent and blocking serve different purposes. Unblocking does not provide an opt-in.
- Channel sending rules and blocklists still apply even if a contact value is opted in.
Depends on and works with
+3 more · used by
- Contact change historyEnhances
Permission changes can appear in the contact's history.
- Salesforce contactsEnhances
SMS and WhatsApp permissions can be exchanged through configured Salesforce fields.
- Dynamics 365 connection and customer recordsRelated
Creating a Dynamics contact leaves local email and mobile opt-ins off.
View all connections as a list
This feature uses
- Spam review and blockingRelated
Spam review provides visitor-blocking actions separately from spam classification.
- WhatsApp channel setupEnhances
WhatsApp uses the saved communication permission when checking proactive conversation eligibility.
- SMS consent and number blockingEnhances
SMS consent keywords update the contact mobile opt-in, while number blocking applies separately.
- Customer contact detailsRequires
Communication permissions belong to the contact's individual address values.
- Contact merge preview and assignmentEnhances
A contact merge can affect the resulting communication permissions.
- Contact change historyEnhances
Contact History records permission changes.
- Salesforce contactsEnhances
Configured mappings exchange SMS and WhatsApp permissions with Salesforce.
- Visitor tracking consent and communication opt-insConfigured by
Pre-chat communication opt-in controls set the choices offered to visitors and their initial checkbox state.
Used by
- Spam review and blockingEnhances
Contact blocking can stop further contact independently of a spam classification.
- Censorship and abuse warningsEnhances
For a linked contact, automatic censorship blocking also blocks that contact's other visitors.
- Virtual Assistant task actionsEnhances
Consent updates are explicit actions, separate from sending a message.
- WhatsApp channel setupConfigured by
Contact opt-in affects starting proactive WhatsApp conversations.
- WhatsApp message templatesConfigured by
Sending a template does not bypass the proactive contact opt-in check.
- SMS consent and number blockingRelated
SMS keywords update contact consent, while blacklist entries remain separate.
- Customer contact detailsEnhances
Email addresses and mobile numbers have communication permissions.
- Contact merge preview and assignmentRelated
Check communication permissions after merging because an opt-in can survive from either contact.
- Contact change historyEnhances
Permission changes can appear in the contact's history.
- Salesforce contactsEnhances
SMS and WhatsApp permissions can be exchanged through configured Salesforce fields.
- Dynamics 365 connection and customer recordsRelated
Creating a Dynamics contact leaves local email and mobile opt-ins off.
FAQ and troubleshooting
Does opting in one mobile number opt in every number?
Not when you edit an individual value. Check the permission beside the exact number and communication type you plan to use.
Why did the contact become blocked without an operator doing it?
Automatic blocking can apply when the number of linked visitors exceeds a threshold. Ask Powerfront to investigate the associations and configured thresholds.
Why did Salesforce show an opt-in after I opted out another number?
The mapping combines the values submitted in that update. An explicit opt-in among them takes precedence for the single Salesforce permission field.
Why can't I send after unblocking the contact?
Check the address's communication permission, the relevant channel rules and any channel blocklist. Unblocking alone does not authorise sending.