Lead Handling: Opt-In / Opt-Out

Chaya David
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Overview

The new Opt-in / Opt-Out settings page in the Lead Handling product allows dealerships to configure SMS communication preferences that dictate how the Lead Handling Agent initiates contact with new leads. This page enables Dealers to choose whether the Agent should send a stringent opt-in message requiring consent before texting or begin with a standard message containing an opt-out option.

 

This feature ensures compliance with regulations—especially in regions like California—while maintaining flexibility and performance by excluding certain lead sources where prior consent is already obtained.

 

Scope

  • Applies to all clients using Lead Handling SMS outreach.
  • Particularly important for dealerships operating under legal opt-in requirements.
  • Allows selective opt-in messaging by lead source to balance compliance and customer engagement.
 

Technical Eligibility

  • Requires Lead Handling Agent integration for SMS outreach.
  • Accessible to users with platform management permissions.
  • Lead source data must be configured to enable exclusion from opt-in messaging.
 

Role and Permissions

  • Only users with administrative or manager roles can view and modify the Opt-in / Opt-Out settings.
  • Changes made will affect all SMS outreach initiated by the Lead Handling Agent.
 

Navigation

To access the Opt-in / Opt-Out settings page:

 

 
  1. Log in to the Lead Handling platform.
  2. Navigate to Platform Management (usually under the main menu or settings area).
  3. Select the Opt-in / Opt-Out tab or section.
 

How to Enable or Disable Opt-In Messaging

Enabling Opt-In Messaging

  1. Access the Opt-in / Opt-Out settings page.
  2. Toggle the setting to enable sending the opt-in message for initial SMS outreach.
  3. Specify any lead sources to exclude from opt-in messaging (e.g., Fullpath).
  4. Save your changes.

 
 

Disabling Opt-In Messaging

  1. Access the Opt-in / Opt-Out settings page.
  2. Toggle the setting to disable opt-in messaging; the system will use the default initial message with an opt-out sentence instead.
  3. Verify lead source exclusions are updated accordingly.
  4. Save your changes.
 

Default and Opt-In Message Texts

  • Default initial message:
    "Reply STOP to opt out of texts from this number."
     
  • Opt-in message text:
    Hi [ShopperName], this is [AgentName] from [DealershipName]. Thanks for contacting us! Please reply YES to confirm it's OK to text you about your inquiry. Msg & data rates may apply. Reply STOP to cancel.
 
 

Onboarding vs. Platform Management

  • Clients may configure Opt-in / Opt-Out preferences during the initial onboarding phase.
  • Alternatively, settings can be updated anytime through the platform management dashboard under the Opt-in / Opt-Out section.
 

Troubleshooting and Tips

  • If leads are not receiving expected opt-in messages, verify their lead source is not excluded.
  • Ensure your platform user role has the necessary permissions to modify settings.
  • Confirm message templates have not been modified outside of the settings page.
  • For compliance questions, consult with legal counsel to verify appropriate message content based on regional requirements.