Marketing Consent FAQ
This details some common questions that may arise around Boulevard’s Email and TExt Marketing Consent collection.
What is marketing consent?
Marketing consent refers to a client’s ability to choose the type of messages they receive from a business. Typically, there are two types of consent - implicit and explicit.
Marketing consent refers to receiving permission from clients to receive promotional communications to their email or phone number.
How does consent work around text marketing?
To maintain a compliant program, text marketing can only be sent to clients who have explicitly opted in to receive SMS comms from the business.
Boulevard’s SMS opt-in flow:
Above the “Book” button - text says client is opting in to receive both promotional and operational texts from the business by booking their appointment.
Client clicks “Book” - and they are now opted in.
NOTE: If a client has previously unsubscribed, the opt-in text will no longer show in the booking overlay. They can opt back in through the client portal profile, communications preferences.
All text campaigns, by default, contain opt out language. Texting “NO PROMOS” in response to any text from a business will opt the client out of marketing texts only.
Operational texts (like reminders, confirmations, and two-way texts from Messages) will continue to be sent. Texting “Stop” or “Unsubscribe” in response to any text from a business will opt the client out of ALL texts from the business.
If clients opt out of text marketing, are they opting out of two-way texting?
No. Texting NO PROMOS in response to any text messages from a business will only opt that client out of text marketing campaigns in the future, but transactional/operational messages will continue to be sent.
However, texting STOP or UNSUBSCRIBE to any text messages from a business will opt that client out of ALL communications from the business, including transactional/operational AND marketing campaigns.
How can clients opt back in to text marketing communications if they have unsubscribed or do not use the self-booking overlay to book appointments?
Clients can text START to the dedicated business phone number and will be opted back in to all marketing communications including email and text.
How do email campaign audiences work if it’s your first time using Marketing Suite?
Your eligible audience is based on recent appointments and product purchase history. If you’re new to Boulevard and did not migrate appointment or product history this does impact your eligible audience. If you have questions, reach out to support@blvd.co.
Will clients continue receiving email and text confirmation & reminders if they opt out of marketing communications?
Yes, clients will continue to receive confirmation emails, reminder emails, and SMS reminders regardless of their marketing communication preferences.
How are clients being opted in to email and text marketing messages?
When a client books with your business through the self-booking overlay, they see an opt-in that explains that by booking their appointment, they are opting in to receive email and text marketing messages.
Clients can also verbally ask front desk staff to opt in to email marketing when they are visiting a business (but not text).
How can clients update their marketing opt-in preferences?
After a client has chosen their preferences, they can edit them through a the "Communication Preferences" page, linked in the appointment reminder, confirmation, and receipt emails. Clients can also opt-out through the footer of any marketing email they receive.
NOTE: for clients who’ve opted out of email or text message marketing, this option persists on the self-booking overlay in case clients change their minds.
How can clients opt out?
For emails, Clients can opt-out through the ‘unsubscribe’ link found in any marketing emails they’ve received. Clients can also contact your business, and you can opt them out via their client profile.
For text, Clients can opt out of text marketing in the following ways:
Client Action | Result |
Client texts “NO PROMOS” to a customer’s dedicated phone number. | Client is unsubscribed from ONLY text marketing. |
Client texts “STOP” or “UNSUBSCRIBE” to a customer’s dedicated phone number. | Client is unsubscribed from ALL text communications:
|
Client unchecks “Text” under Promos & special offers in their client portal communication preferences. | Client is unsubscribed from ONLY text marketing. |
Client unchecks “Text” under Appointment updates in their client portal communication preferences. | Client is unsubscribed from ONLY two-way texting and client notifications, but the client remains subscribed to text marketing. |
Staff de-selects “Text only” dropdown from the marketing opt-in section in the client profile (dashboard). | Client is unsubscribed from ONLY text marketing. |
Staff de-selects “Text and email” dropdown from the marketing opt-in section in the client profile (dashboard). | Client is unsubscribed from text and email marketing. |
How can I see if a client has opted in?
Each client profile shows if a client has chosen their marketing opt-in preferences. Clients can choose to opt into receiving "Email only", "Email and text", or "Text only". Clients can also opt-out. If the client has not updated their preferences, you see a dropdown labeled “Marketing Opt-In” without anything else selected. Marketing opt in status is visible from the clients tab under the Marketing Status column.
Why can’t I opt a client back in via the dashboard?
To remain compliant, if a client has opted out, Customers must respect that preference. Clients need to opt back in via the self-booking overlay, or their online profile.
Can I choose which staff members can edit Marketing Opt-In consent?
Yes, there is a new privilege under the “Marketing” section labeled “Set & Edit Marketing Opt-In Preferences”. If turned off, anyone in the privilege group is not able to change a client’s Marketing Opt-In setting. We are defaulting this privilege to ‘on’ for all existing privilege groups. You are only able to update email consent in the client profile. Text consent can only be modified explicitly by the client via the client portal through their communication preferences.
Can I change the verbiage for the opt-in notice on the Self-Booking Overlay?
At this time, the language is not editable.
Can I import email or text marketing consent from another solution?
Yes, Boulevard supports the ability to import email and text marketing consent from third party solutions such as Mailchimp or Klaviyo. For details on this easy and secure import process, see this support article.