Overview
Customers can receive communications in two ways: SMS or Email.
In this article, we’ll be reviewing how customers can opt in or out of SMS communications.
What are SMS communications?
SMS communications are service-related communications driven by workflows within gaiia. Some examples of these would be billing reminders or if you’re expecting to receive a shipment.
SMS communications do not include marketing/promotional communications. For those communications, we recommend using an external platform or leveraging the Mass Communications function
Opting in for SMS communication
By default, when customers go through the registration process, they’re asked to provide at least one number at which they can be reached. It can be either a Mobile, Home, or Work, or all three. As long as a customer provides a Mobile phone number, they will be automatically opted in for SMS communications.
This is not explicitly mentioned to the customer during the checkout flow.
Retroactively opting in for SMS communication
If a customer did not include a mobile phone number during their registration, they will able to add one in their client portal afterwards which will opt them in for SMS communications.
To do this:Portal > Account settings > Account Details > Update phone numbers
Numbers need to be entered into the correct fields. A home phone number entered in the mobile phone number field will still be opted in for SMS communications.
Opting out of SMS communication
Customers can opt-out of SMS communications in two ways:
Removing their mobile phone number
To do this: Portal > Account settings > Account Details > Update
phone numbers
However, since a phone number has to be associated with the account, they will have to replace the removed mobile number with either a home or work phone number.
Reaching out to your support
Alternatively, customers can reach out to your customer service team and request to have an agent toggle off the SMS communications preference on their gaiia account.
Related to