Prospect SMS Opt-Out Report

The SMS Opt-Out Report displays prospects who have actively opted out of receiving SMS communications.

It can be used to:

• identify prospects who must not receive marketing SMS messages
• confirm the prospect’s opt-out status
• open the prospect’s profile
• review when the prospect opted out
• prevent staff from contacting the prospect by SMS incorrectly

Navigate to:

Prospects > Reports > SMS Opt Out

The page may display as:

Prospect Report: SMS Opt Out

SMS Opt-Out List

The report displays prospects who currently have the SMS Opt Out setting enabled on their prospect profile.

The report may include:

• prospect name
• prospect number
• mobile number
• email address

The mobile number and email address may be included in the live report, even where they have been removed from screenshots or training material for privacy.

Select the prospect’s name or number where available to open their profile.

What SMS Opt Out Means

When a prospect appears in this report, it means they have actively opted out of receiving SMS communications.

The SMS Opt Out toggle will be enabled within the prospect’s:

SMS/Email Log

This setting should be respected when staff are contacting the prospect.

An opted-out prospect should not receive promotional or marketing SMS messages unless they later provide valid consent to receive them again.

View the Prospect’s Opt-Out Status

To confirm the opt-out status:

1. Open the prospect from the report or Prospect Directory.
2. Select the SMS/Email Log tab.
3. Review the SMS Opt Out toggle.
4. Check the opt-out notification displayed on the profile.

The notification may show the date and time the prospect opted out.

For example:

Prospect opted out 24 Jun 2019, 13:41 PM

SMS/Email Log

The SMS/Email Log also displays communication history recorded against the prospect.

This may include:

• date sent
• staff member or system that sent the communication
• communication method
• message summary
• an option to view the communication

Available actions may include:

• Send Email
• Send SMS
• Send Appointment Link

When SMS Opt Out is enabled, SMS sending may be restricted or unavailable.

Email communication may still be available unless the separate Email Opt Out setting is also enabled.

Email Opt Out

The prospect profile also contains an Email Opt Out toggle.

SMS and email consent are managed separately.

A prospect may:

• opt out of SMS but still receive email
• opt out of email but still receive SMS
• opt out of both communication methods

Staff should review both settings before sending marketing or follow-up communications.

How a Prospect May Opt Out

A prospect may be marked as opted out after:

• using the opt-out option contained in an SMS
• requesting that the club stop sending SMS messages
• having the SMS Opt Out toggle enabled by authorised staff following their request
• another compliant opt-out process used by the club

The opt-out should not be removed unless the prospect has clearly requested or consented to receiving SMS communications again.

Using the SMS Opt-Out Report

Staff can use the report to:

• confirm whether a prospect can receive SMS messages
• review opted-out prospects before creating a campaign
• open the prospect profile and use another permitted contact method
• ensure staff do not manually send SMS messages to opted-out prospects

Managers can use it to:

• review SMS opt-out records
• support communication-compliance processes
• identify prospects who may need to be contacted by email or phone instead
• check that opt-out requests are being recorded correctly

Contacting an Opted-Out Prospect

Where follow-up is still appropriate, staff may use another permitted contact method, such as:

• phone call
• email, provided Email Opt Out is not enabled
• an appointment or ToDo for internal follow-up

Staff should always consider the nature of the communication and the prospect’s recorded preferences before making contact.

Important Notes

The SMS Opt-Out Report reflects prospects whose SMS Opt Out toggle is currently enabled.

Do not disable the SMS Opt Out setting simply to send a message.

If the prospect asks to receive SMS messages again, follow the club’s consent process and record the change appropriately.

The report may contain personal contact information and should only be accessed by authorised staff.