Manage Contact Permissions and Activity
Review newsletter groups, separate SMS permissions, recorded activity and private contact notes before a follow-up.
Open a contact before a follow-up to check who they are, which groups they belong to and what communication is appropriate. A contact record is not blanket permission to send messages.
Review the current identity
Open Contacts → All Contacts, find the person and open their detail page. Check the email and phone before recording permission. A CRM record is organised by email, so people sharing an address can share that record while keeping separate tickets or purchases.
Use Edit for corrections and review the phone's dial code and validation. Permission for an old phone number should not be assumed to cover a changed number.
Understand the messaging choices
- Groups select newsletter audiences. Unsubscribed, blocked or otherwise ineligible contacts remain excluded.
- Event and service SMS applies to the relevant operational messages.
- Campaign SMS applies to promotional campaign messages and requires suitable permission for the current supported phone number.
Use the corresponding update action to record an actual permission change. Do not mark permission allowed simply to clear a warning. A recorded refusal, opt-out or other sending restriction still applies.
When adding someone to a group, confirm SMS agreement only if the person actually agreed. Leaving that optional confirmation unchecked does not prevent organising a contact for email. Saving a group or permission change sends no message.
Read Activity
Choose Activity to review the interactions available for that record. Check the activity type, time and outcome. A registration is not proof of attendance; provider acceptance is not proof that an email or SMS was read.
An empty timeline can mean there is no recorded matching activity. If the read failed, use the recovery action instead of treating missing data as zero. Earlier purchases or incomplete capture may need separate investigation.
Keep private notes
Open Notes, add context useful for the relationship and save it. Check the saved note before leaving. A private note does not message the contact or move them into a deal stage.
Keep notes relevant and avoid unnecessary sensitive information. Deleting the CRM contact also removes its notes; removing one group membership does not.