This feature introduces a text message consent workflow that is triggered when adding new contacts, allowing businesses to manage SMS permissions directly within Service Fusion.
Best Suited for:
- Back Office administrators managing customer records
- Account owners and administrators
- Businesses sending automated SMS notifications
- Teams focused on compliance and customer communication
Key Considerations:
- Consent management applies to automated SMS messaging only
- Consent is required for compliant messaging workflows
- The toggle provides clear visibility into a contact’s opt‑in status
- Existing contacts are not reprocessed through the consent workflow
Consent Workflow for New Contacts:
When adding a new contact to a customer account:
- A consent toggle appears on the contact record and the toggle is disabled by default
- Set the toggle to YES and the save the customer account:
- A "consent text message" is automatically sent to the contact
This ensures customers are informed and given the opportunity to opt-in to SMS communication.
Consent Message Content:
The initial "consent text message" includes:
- Customer Name
- Name of the logged-in user who created the contact
- Company Name
- Company Phone Number (from Company Information)
Example message: “Hi [Customer Name], this is [User Name] from [Company Name]. We'd like to send you updates and important information via text message. Reply YES to receive SMS messages, or NO to stop. You can also reach our office at [Company Phone Number].”
Customer Response Behavior:
Customer reply determines SMS permission status.
YES:
- Consent is confirmed
- The toggle remains enabled
- Contact receives automated SMS messages (e.g., reminders, status updates)
NO:
- Consent is declined
- The toggle is disabled
- Automated SMS messages are blocked
Important: Manual text messages can still be sent regardless of consent status
Behavior for Existing Contacts:
For contacts created prior to this feature, August 21, 2025:
- The consent toggle is automatically enabled
- No consent message is sent retroactively
- These contacts are allowed to receive SMS messages without triggering the new workflow
Benefits:
- Improves regulatory compliance for SMS messaging
- Provides transparency for customer communications
- Reduces manual consent tracking
- Standardizes opt‑in workflows across the system