Overview

This guide explains how to read and manage client communication preferences in Salesforce. Use this guide to understand whether a client has opted in or out of specific communications, and to update their preferences based on their request.

Who This Is For: All Salesforce users.

Before You Begin: Check for Opt-Out Banner

Before making any changes to a client's communication preferences, check whether the client has already opted out of communications. If a client has opted out of any form of communication, a banner will appear at the top of their account record in Salesforce.

Important: If you see the opt-out banner, review the client's existing preferences carefully before making any changes. Do not re-enroll a client in communications they have previously opted out of without their explicit consent.

Section 1: Navigate to the Contact Info Section

Step 1: Open the Client Account Record

In Salesforce, locate and open the account record for the client whose communication preferences you need to manage.

Step 2: Scroll to the Contact Info Section

Once inside the client's account record, scroll down the page until you locate the Other Contact Information section. This section contains all the client's communication preference settings.

Section 2: Managing Email Communications

Within this section, you will find the email communication preferences for the client. Here you can update whether the client is opted in or out of email communications based on their request.

To Opt a Client Out of Email Communications:

Locate the email opt-out toggle or checkbox in the Contact Info section and select the appropriate option to opt the client out.

To Opt a Client Back Into Email Communications:

Locate the same email opt-out toggle or checkbox and deselect or update it to re-enroll the client in email communications.

Note: Always confirm with the client before re-enrolling them in email communications if they previously requested to opt out.

Section 3: Managing Phone Communications

Within the same Contact Info section, you will also find the phone communication preferences for the client. Here you can update whether the client is opted in or out of phone communications based on their request.

To Opt a Client Out of Phone Communications:

Locate the phone opt-out toggle or checkbox in the Contact Info section and select the appropriate option to opt the client out.

To Opt a Client Back Into Phone Communications:

Locate the same phone opt-out toggle or checkbox and deselect or update it to re-enroll the client in phone communications.

Note: Always confirm with the client before re-enrolling them in phone communications if they previously requested to opt out.

Best Practices

Follow these guidelines when managing client communication preferences:

Always check for the opt-out banner at the top of the account record before making any changes.
Only update communication preferences based on a direct request from the client.
Document any communication preference changes in the account notes for full tracking and transparency.
Never re-enroll a client in communications they have previously opted out of without their explicit consent.
If you are unsure about a client's preferences, check with your manager before making changes.

For questions or technical support, please submit a ticket through Zendesk, select Business Operations.

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