> ## Documentation Index > Fetch the complete documentation index at: https://docs.omnilinker.pl/llms.txt > Use this file to discover all available pages before exploring further. # Consent and opting out > Which messages need a customer's consent, how a customer opts out by e-mail or SMS, and what Omnilinker does when a message can't be sent. Customer service sends two kinds of message, and treats them differently. | Kind | Examples | Needs marketing consent? | | - | - | - | | **Service message** | A delay notice, "ready for pickup", a quote, a note about the customer's own order | No | | **Marketing message** | A request for a review | Yes | A service message is about the customer's own order. A marketing message asks for something or promotes you. Omnilinker sends one-to-one and service messages only: it has no newsletter or campaign tool. ## What is checked before every message Whoever sends the message (you from an order, a bulk run or an automation), the same checks run: 1. **Does the order's source allow it?** Allegro and OLX buyers are reached through their marketplace only. See [What Customer service does today](https://docs.omnilinker.pl/customer-service/overview#who-can-be-reached). 2. **Is there an address?** An e-mail address, or a phone number that can receive an SMS. 3. **Did the customer ask not to be contacted?** **Do not contact** on the contact stops everything: service messages and marketing messages, by e-mail and SMS. 4. **Is the address or number on the suppression list?** See [below](#the-suppression-list). 5. **For a marketing message: is marketing consent in force for this channel?** The message is checked when you prepare it, so the panel can show why a channel is unavailable, and again at the moment it is sent. A message that fails a check is **Skipped**, never sent, with the reason in [Sent messages](https://docs.omnilinker.pl/customer-service/sent-messages): | Skipped because | Shown as | | - | - | | No address on the channel | No address to send to | | No marketing consent | No marketing consent | | Do not contact | Asked not to be contacted | | Suppressed address or number | Address on the suppression list | | The marketplace's rules | Not allowed on this channel | | The customer chose another channel for updates about the order | The customer chose another channel for updates | | Staff chose not to notify the customer about the order | Staff chose not to notify the customer | The last two come from the choice made for one counter order, not from the customer's consent. See [Keep a counter customer informed](https://docs.omnilinker.pl/customer-service/counter-orders). They narrow an order's updates (a delay notice, "ready for pickup", a note about the order) and nothing else: a reply, a thank-you, a review request, an invoice and a quote ignore them. When you write a message by hand from the order, they appear as a note and don't block you. ## Where a customer's choices live They live on the contact, in **Contact preferences**: **Service messages** and **News and offers** for **E-mail** and for **Phone · SMS**, with the consent history. You can record or withdraw marketing consent, and switch **Do not contact** on and off, with the **Manage consent and do-not-contact** permission. See [Contacts](https://docs.omnilinker.pl/sales/contacts.md#contact-preferences). Each consent belongs to the address it was given for; changing a contact's e-mail or phone number means the consent must be recorded again. A consent entry is never edited or deleted: a change of mind is a new entry. > [!NOTE] > > The consent wording in the app is a draft that hasn't been approved by a lawyer. A consent recorded under the draft > wording doesn't count, and no marketing message is sent on it. Until a wording is approved, review > requests are not sent. Omnilinker doesn't give legal advice: check your wording with your lawyer. ## How a customer opts out * **By SMS.** The customer replies STOP. Omnilinker puts the number on the suppression list and withdraws the contact's SMS marketing consent. Nothing more is sent to the number by SMS. See [Text messages (SMS)](https://docs.omnilinker.pl/customer-service/sms-senders#stop-replies). * **By e-mail, with the unsubscribe link.** A thank-you or a review request carries a link at the bottom. See [Unsubscribe links](#unsubscribe-links). A service e-mail (a delay notice, "ready for pickup", a quote) carries none. * **By marking an e-mail as spam, or when the address bounces.** The address is put on the suppression list for e-mail. * **By telling you.** Switch **Do not contact** on, or withdraw the consent, on the contact. ## Unsubscribe links The e-mails that Omnilinker sends as a **Thank you** or a **Review request** end with a sentence and a link: "Don't want e-mails from us? Unsubscribe here: … You will then get no more e-mails from us, order updates included." The sentence is in the language of the conversation, or your organization's default language. The e-mail also carries the standard unsubscribe header, so a mail program can show its own **Unsubscribe** button. Omnilinker adds both itself: you don't write them into the template. If this server can't issue a link, the e-mail isn't sent, and **Sent messages** says: "Nothing was sent: thank-you and review-request e-mails must carry an unsubscribe link, and this server can't issue one yet." What the customer sees: 1. They open the link. The page **Unsubscribe from e-mails** asks "Stop all e-mails to this address, order updates included?" Opening the link changes nothing yet, because mail scanners open links too. 2. They click **Unsubscribe**. The page says "Done. We won't send e-mails to this address any more, order updates included." A mail program's own button does the same at once. An unsubscribe stops **all** e-mail to that address, not only thank-yous and review requests. Omnilinker keeps one suppression list per channel and address, so a delay notice or a quote to that address is **Skipped** as well ("Address on the suppression list"), and the contact's **Contact preferences** reads "E-mail stopped (unsubscribed)". Text messages are not affected. It works for an address that is not a contact, too. A link stops working after a year; an old one says "This link is no longer valid. Use the link in a more recent e-mail." To let e-mails reach that address again, see [Allow messages again](#allow-messages-again). ## The suppression list The suppression list stops messages to an address or a number on a channel. Omnilinker adds to it by itself when: | Reason | Happens when | | - | - | | **Bounce** | An e-mail bounced: the address doesn't receive mail. | | **Complaint** | The customer marked an e-mail as spam. | | **STOP reply** | The customer replied STOP to an SMS. | | **Unsubscribed** | The customer used the unsubscribe link of a thank-you or a review request. | A suppressed address blocks that channel only, service messages included. The contact's **Contact preferences** then reads "E-mail stopped" or "SMS stopped" with the reason, and the contact keeps working on the other channel. The list stores a fingerprint of the address, not the address itself, so it holds when the contact is erased, and it covers an address that was never a contact. ### Allow messages again A customer who unsubscribed by mistake, or whose mailbox works again after a bounce, can be allowed again. You need the **Manage consent and do-not-contact** permission. **1. Open the contact** Open the contact and look at **Contact preferences**. A stopped channel reads, for example, "E-mail stopped (unsubscribed)", with a button **Allow messages again** beside it. The button isn't shown on an anonymized contact, or for a channel that isn't stopped. **2. Say why** Click **Allow messages again**. The dialog repeats what was stopped and why. Under **Why are messages allowed again?** write the reason, up to 500 characters. The button **Allow messages again** stays off until you do. **3. Confirm** Click **Allow messages again**: "Messages are allowed again." Messages to that address are sent again from now on. Allowing messages again only removes the block. It doesn't give marketing consent: a review request still needs a consent in force, and a customer who replied STOP has to agree to SMS marketing again. The record isn't deleted: the contact shows "Allowed again on … by … Reason: …". A new bounce, complaint, STOP reply or unsubscribe stops the address again. To lift **Do not contact**, switch it off on the contact. > [!NOTE] > > For an address that bounced or whose owner marked an e-mail as spam, the e-mail provider (Amazon SES) also keeps its own > list of addresses it won't deliver to. Allowing messages again in Omnilinker doesn't clear that list, so such an e-mail may > still not arrive. If it doesn't, ask Omnilinker support to remove the address there too. This has not been checked against > the provider yet. An address that isn't a contact has no screen to do this on. If a customer who is not a contact asks to be written to again, create the contact with that address first. ## When a customer is erased When you anonymize a contact or an order, Omnilinker erases what Customer service holds about them: the text and subject of their messages, their e-mail address and phone number. A message that hasn't left yet is cancelled. **Sent messages** then shows "Erased customer" and "The text was erased with the customer's data." The suppression list and **Do not contact** stay, so messages don't start again. See [Contacts](https://docs.omnilinker.pl/sales/contacts.md#anonymize-a-contact) and [Orders](https://docs.omnilinker.pl/sales/orders.md#anonymize-an-order). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.