Reset Opt-In Status on New Leads That Previously Opted Out
gathering votes
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Kristi Malone
On our website it states by providing your information you are allowing us to text you. However, it won't let us send a new text opt in if the customer previously opted out. Even if the customer opted out 2 years ago and is sending in a new inquiry. This is frustrating. TEXTING IS THE MOST COMMON COMMUNICATION SOURCE.
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Nico Moncada
I would like to add something to this request, can we make the opt-in if it is not an NO or STOP. To allow that to be a opt in, I feel the system is wayyyy too sensitive when it comes to a YES. I had customers replying "YESS" or
"YES please" and it doesn't count as an opt in. and I had times that I am unable to reach to the customer again by phone or email. and lose the opportunity
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Clay Garrett
Yes please. Hate taking a new lead only to find out they opted out from weeks, months, or even years ago. A lot of people treat the opt out as a "not interested" button which creates problems down the road. Sometimes we even have customers ask us to text them when they email back and we just... Can't.
Drew Adler
gathering votes
Drew Adler
Merged in a post:
previous customer
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Christopher Hudnut
your previous customer has text opted for last deal. They send in an internet lead. Genius has it locked, even though I have already received the opt in from previous deals. Why? Is this a dealership setting?
Shelby Parker
Hey Christopher Hudnut, thanks for your feedback! I have a few more questions for you:
- Can you provide more details about the 'Genius' feature and how it interacts with customer opt-ins?
- Could you clarify what you mean by 'dealership setting' and how you think it might be affecting this issue?
- Can you explain the process you follow when a previous customer sends in an internet lead?
Drew Adler
under review
Shelby Parker
Great to hear your perspective, Kristi Malone! I have a few more questions for you:
- Can you provide more details on how often this issue of not being able to send a new text opt-in occurs?
- Could you clarify if there are any specific conditions under which the system prevents you from sending a new text opt-in to a customer who previously opted out?
- Do you have any suggestions on how you'd like the system to handle text opt-ins for customers who have previously opted out?
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Kristi Malone
Shelby Parker 1)This happens pretty frequently.
2) All conditions. You are unable to send a new text opt in at any time for any reason if the customer previously opted out.
3) If a customer sends in a new lead that is submitted online where it specifies in the fine print they are giving us permission to text them we should be able to send a new text opt in. If the customer calls in and wants us to text them we can give them the opt in number. However, for new leads we should be able to re-send an opt in.
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Jessie Cappelli
Shelby Parker I have helped people who opted out years ago. If I was able to send the text again, they would consent. I can help with with texting "start" but it would be easier if we had permissions to contact them in a separate lead.