This details some common questions that may arise around our Marketing Consent feature.
Q: 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.
Q: How does consent work around text marketing?
A: By law, 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 send. Texting “Stop” or “Unsubscribe” in response to any text from a business will opt the client out of ALL texts from the business.
Q: If clients opt out of marketing, are they opting out of two-way text?
A: 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.
Q: Can I opt clients into text marketing?
A: No. By law, a business or as staff member cannot opt a client into text marketing - the client must do so themselves via booking overlay (if they have not previously opted out) - or via communications preference center, accessible from any reminder or confirmation email.
Q: 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?
A: Clients can text START to the dedicated business phone number and will be opted back in to all marketing communications including email and text.
Q: When providing permission to receive marketing communication, there are two types of consent from a client.
Implicit consent is when a client interacts with a business (by visiting their location or purchasing something) and provides their email address to the business (during checkout for example), we can reasonably assume they want to be contacted by that business. However, there is usually a time limitation to how long we can assume this consent, typically 24 months.
Explicit consent is when a client has taken affirmative action (clicking a checkbox for example) by choosing to opt-in to receive marketing messages from a business. This type of consent doesn't expire unless the client decides to opt out. Today, most businesses use explicit consent as it’s recommended for good customer experience and it’s a sensible default, allowing businesses to remain compliant with changing privacy laws.
Q: 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.
Q: Will clients continue receiving 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.
Q: How are clients being opted in?
When a client books with your business through the self-booking overlay, they see a disclaimer 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.
Q: How can clients update their marketing opt-in preferences?
After a client has chosen their preferences, they can edit them through a link 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.
Q: How can clients opt out?
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.
Q: 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.
Q: Why can’t a client opt into SMS via the dashboard?
The Telephone Consumer Protection Act (TCPA) requires that a client has to take physical action to opt-in to receive text messages - meaning we cannot accept verbal consent at this time. We are exploring other ways we could allow for setting text consent through the dashboard, but for now, the client has to physically opt-in via the self-booking overlay or their online profile.
Q: Will marketing opt-in preferences change which clients receive emails via Marketing Suite?
If a client opts out of receiving emails via their online profile, or a previously received marketing email, their preferences are saved and they won’t receive further Marketing Suite campaigns. If a client has yet to choose their marketing opt-in preferences, they are still eligible to receive campaigns.
Q: Why can’t I opt a client back in via the dashboard?
If a client has opted out, it is industry best practice to respect that preference. Clients need to opt back in via the self-booking overlay, or their online profile.
Q: 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.
Q: Can I change the verbiage for the disclaimer on the Self-Booking Overlay?
At this time, the language is not editable.