# Contact opt-in and blocking Record communication permission for customer addresses and block activity associated with a contact. *Release 3.3 · admin, operator, visitor* **Settings › General Settings › Salesforce** ## 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, on request | 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, on request | 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 ### This feature uses - **Requires** [Customer contact details](CRM-001.md): Communication permissions belong to the contact's individual address values. - **Configured in** [Visitor tracking consent and communication opt-ins](VX-012.md): Pre-chat communication opt-in controls set the choices offered to visitors and their initial checkbox state. - **Works better with** [WhatsApp channel setup](CHN-006.md): WhatsApp uses the saved communication permission when checking proactive conversation eligibility. - **Works better with** [SMS consent and number blocking](CHN-023.md): SMS consent keywords update the contact mobile opt-in, while number blocking applies separately. - **Works better with** [Contact merge preview and assignment](CRM-004.md): A contact merge can affect the resulting communication permissions. - **Works better with** [Contact change history](CRM-008.md): Contact History records permission changes. - **Works better with** [Salesforce contacts](CRM-011.md): Configured mappings exchange SMS and WhatsApp permissions with Salesforce. - **Related** [Spam review and blocking](CHAT-020.md): Spam review provides visitor-blocking actions separately from spam classification. ### Used by - **Configures** [WhatsApp channel setup](CHN-006.md): Contact opt-in affects starting proactive WhatsApp conversations. - **Configures** [WhatsApp message templates](CHN-007.md): Sending a template does not bypass the proactive contact opt-in check. - **Enhances** [Spam review and blocking](CHAT-020.md): Contact blocking can stop further contact independently of a spam classification. - **Enhances** [Censorship and abuse warnings](CHAT-021.md): For a linked contact, automatic censorship blocking also blocks that contact's other visitors. - **Enhances** [Virtual Assistant task actions](ENG-016.md): Consent updates are explicit actions, separate from sending a message. - **Enhances** [Customer contact details](CRM-001.md): Email addresses and mobile numbers have communication permissions. - **Enhances** [Contact change history](CRM-008.md): Permission changes can appear in the contact's history. - **Enhances** [Salesforce contacts](CRM-011.md): SMS and WhatsApp permissions can be exchanged through configured Salesforce fields. - **Related** [SMS consent and number blocking](CHN-023.md): SMS keywords update contact consent, while blacklist entries remain separate. - **Related** [Contact merge preview and assignment](CRM-004.md): Check communication permissions after merging because an opt-in can survive from either contact. - **Related** [Dynamics 365 connection and customer records](CRM-015.md): 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.