Consent
The consent object is around allowing you to manage your consent based on the phone number pairings, consent is separated into five different types:
- Explicit Consent / Opt In
- Implied Consent / Temporary Consent Valid
- Implied Consent Expired / Temporary Consent Expired
- Opt Out
- Unknown
Consent is typically based on the phone number pairings being used in the conversation, this would mean the Agent would be the From Number (Internal Address) and the Customer would be the To Number (External Address).
The process works by when you open a conversation a check is made based on the phone numbers being used in the conversation. A check happens to see if a record exists within the Consent object for the Agents phone number and the To Number set for the conversation, depending on if a record exists and the current state of the record different behaviour can happen.
Explicit Consent / Opt In
| Salesforce Fields: Temporary = False, Active = True |
No informational messages will be displayed and the textbox is unlocked allowing the agent to write messages.
Implied Consent / Temporary Consent Valid
| Salesforce Fields: Temporary = True, Active = True |
An informational prompt is displayed on the conversation informing the Agent that the conversation has Implied Consent and the option to mark the conversation as Explicit consent has been provided and to update the consent status. The textbox is unlocked allowing the agent to write messages.
Implied Consent Expired / Temporary Consent Expired
| Salesforce Fields: Temporary = True, Active = False |
An informational message is displayed in the textbox informing the Agent that the implied consent has expired and then a button to allow the Agent to confirm if the Customer has provided explicit consent to be contacted. The textbox is locked meaning the Agent cannot write any messages in this conversation until consent is provided, they can still view the conversation.
Opt Out
| Salesforce Fields: Status = Opt Out, Active = False |
An informational message is displayed in the textbox informing the Customer has Opted Out of communication on this channel, if the Agent has received communication by other means that explicit consent has been provided then they can press a button to provide explicit consent to update the consent status. The textbox is locked meaning the Agent cannot write any messages in this conversation until consent is provided, they can still view the conversation.
Unknown
No Salesforce record assigned to Conversation or No Consent record is found
Unknown is typically reserved for no consent record being found or if the records cannot be retrieved from Salesforce. If no Salesforce records then a message will display informing the Agent to relate a Salesforce record to this conversation. If no consent record can be found then the Agent will be informed of this and they can press a button if explicit consent has been provided. The textbox is locked meaning the Agent cannot write any messages in this conversation until consent is provided, they can still view the conversation.