Managing Consent for Messaging
Business admin users must set up consent for the Messaging channel to allow end users to capture consent from HCPs before sending messages.
Consent for messaging is captured for an account, not for a channel value (phone number), product, detail group, or content type. For example, if an HCP opts into the Messaging channel, they are opted in even if they change phone numbers. They must opt out explicitly to stop receiving messages.
Who can use this feature?
- Browser Users
- Users do not require an additional license
- Business Admin Users
Configuring Consent for Messaging for
Business Admin Users
To configure this feature:
- Ensure Configuring Consent Capture is complete.
- Ensure Configuring WhatsApp Business Messaging in Vault CRM is complete if using WhatsApp Business Messaging.
Setting Up Consent for Messaging as
Business Admin Users
There are three ways to capture consent for messaging:
- Capture consent for the Messaging consent channel. Business admin users must create a Consent Type (consent_type__v) record with the Messaging (messaging__v) object type. See Creating Consent Types for more information.
- Reuse consent captured for a custom consent channel, for example, SMS. Business admin users must:
- Update the object type of the existing custom Consent Type record to the Messaging object type
- Populate the Legacy Consent Channel (legacy_consent_channel__v) field on the Consent Type record with the API name of the object type for the custom channel, for example, sms__c. If the custom consent channel was previously configured for a Channel Value, Product, Detail Group, or Content Type, those values on Multichannel Consent records are ignored when evaluating consent for the Messaging channel.
- Data load Multichannel Consent (multichannel_consent__v) records for opt-in consent in bulk using the Vault Loader or an integration with an external system. The following fields must be populated on each record:
- Consent Header
- Consent Type
- Object Type (must be messaging__v)
- Account
- Capture Datetime
- Opt Type
End users can capture consent for Messaging using confirmation emails. Ensure the Approved Email integration user has CRE object permission to the Messaging object type on the Multichannel Consent object. See Capturing Consent Using Confirmation Emails for All Channels for more information.
Defining Subscribe and Unsubscribe Keywords as
Business Admin Users
When using WhatsApp Business Messaging, business admin users can define keywords allowing HCPs to grant or withdraw consent for WhatsApp Business Messaging, for example, START or STOP. This grants HCPs more control over their consent preferences for messaging. To define subscribe and unsubscribe keywords for messaging:
- Navigate to Business Admin > Objects > Consent Types.
- Select the appropriate Consent Type (consent_type__v) record with the Messaging (messaging__v) object type.
- Select Edit.
- Populate the Subscribe Keyword (subscribe_keyword__v) and Unsubscribe Keyword (unsubscribe_keyword__v) fields. Examples include the following:
- Subscribe – START
- Unsubscribe – STOP
When an HCP sends a WhatsApp message containing one of these keywords, the following occurs:
- A Multichannel Consent (multichannel_consent__v) record is created for the account and previously captured consent records are expired
- A consent confirmation message is sent, if configured. See Defining Automated Consent Confirmation Messages for more information.
