Salesforce | Setup | Consent management

Sinch SMS for Salesforce provides opt-in and opt-out management, simplifying consent tracking and improving compliance. 

Consent management UI

Sinch SMS for Salesforce offers a robust Consent Management system designed to ensure compliance with regulations e.g. GDPR, CCPA and industry best practices for SMS marketing. You can manage opt-in and opt-out statuses for SMS communications, ensuring that consent preferences are properly recorded and enforced. The system also automatically checks compliance status as part of send message function.

No set up is required to activate the opt-in and opt-out fields in Salesforce - these are live by default. You can add the Consent Management UI to your page layouts (e.g. Contact, Lead) to view consent status directly. 

How opt-outs work

When a customer replies with an opt-out keyword e.g. STOP:

• Sinch logs the opt-out event
• The consent status in Salesforce is updated
• Future messages via that specific sender account are automatically prevented

Opt-outs are enforced automatically, this means SMS messages won't be sent to opted-out contacts - regardless of how the message is initiated. By default, Sinch MessageMedia sub-accounts inherit opt-out preferences from the parent account. This means that an opt-out from a sub-account will be inherited to the entire account structure underneath that parent account. If your business requires different opt-out logic across accounts (e.g. for regional compliance or brand separation), please contact support to adjust the configuration.

This opt-out management system currently supports SMS, MMS and RCS upscale messages.

Managing keywords and preferences

You only need to define opt-out keywords in the Sinch MessageMedia platform - Salesforce will automatically recognize them once you refresh the Salesforce setup and configuration page. 

Opting out:

• If a customer manually opts out via Sinch MessageMedia platform, the change does not currently sync back to Salesforce.

Opting back in:

• If a customer opts back in via Sinch MessageMedia platform, the change does not currently sync back to Salesforce.
• If a customer opts back in via keyword, and opt-in keywords have been set up, the update does sync to Salesforce - refresh the Salesforce setup and configuration page. For help with setting up opt-in keywords, contact support or your sales engineer. 

Consent tracking in Salesforce

The Salesforce record pages (e.g. Contact, Lead) displays:

• The contact's opt-in / opt-out status
• The Sinch account that triggered the opt-out

You can add this UI to the Salesforce page layouts. 

If you have an existing SMS opt-out field, the field and data will still be used to determine consent status. All fields will be used when determining a customer's opt-in / opt-out status:

• If the current opt-out field is unchecked, the record will be defaulted to opt-in.
• If the current opt-out field is checked, the record will be defaulted to opt-out.

Reporting

You can generate reports in Salesforce to view how many contacts have unsubscribed. These reports include the contact record ID but don't show identifiable contact information.  

Add Consent Status component to a page layout

The Lead, Contact, Opportunity, and Case objects come preset with Consent Status component. Add the Consent Status component to page layouts in order to use them. 

1. Navigate to the desired page layout.
2. In the top menu, find the component Consent Status.
3. Drag the component to the desired location in the detail section of the page layout.
4. Save the page layout.