Configure Communication Preferences

Chaya David
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Overview

Every CRM applies its own default Do Not Contact (DNC) rules, and those defaults don't always serve a dealership well inside the CDP. A new CRM may ship with conservative contact defaults that suppress a large share of a dealership's contacts from email outreach. The same issue shows up during bulk data migrations between vendors, where import defaults are often set in a way that limits performance rather than optimizing for it.
 

Dealerships also run campaigns — service reminders, sales follow-ups, event promotions — where the right move is to manage SMS opt-in and opt-out for a specific group of shoppers rather than one shopper at a time. 
 

To address both needs, dealerships can now manage their contact preferences from a single place: Communication Preferences. This includes overriding the CRM's Do Not Contact (DNC) settings at the CDP level, and setting SMS opt-in/opt-out for an entire audience with a self-serve toggle — no engineering request required.

 

Important: Both settings shift responsibility for outbound contact compliance to the dealership. Each is off by default and requires the dealership to explicitly acknowledge liability before it can be enabled — see How to Use It below.

 

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How It Works

National DNC Override (Dealership-Level)

With this setting enabled, the CDP stops applying consent signals sourced from the National DNC list when determining who can be contacted.

 

SMS Opt-In/Opt-Out Toggle (Per Audience)

Within Communication Preferences, an Audience Override section lets you set SMS opt-in or opt-out status for every shopper in a selected audience at once — instead of managing consent shopper by shopper. This is especially useful for multi-rooftop or group clients running a coordinated SMS campaign across a defined segment.
 

When you turn on an audience override, each shopper's original SMS consent status is saved before the change is applied. You can revert the override at any time to restore each shopper to their individual status as it was before the override — the change is not permanent.

 

Note: Neither the National DNC override nor the audience-level SMS override changes how a customer's own direct opt-out is honored. If a customer unsubscribes from email (via the unsubscribe link in every email footer) or opts out of SMS (for example, by replying STOP or UNSUBSCRIBE), that request is honored immediately and the customer is unsubscribed from all subsequent contact going forward — regardless of either setting.

 

Where to Find It

Both settings are managed on the Communication Preferences page (formerly labeled National DNC Settings):

https://dashboard.fullpath.com/settings/dealership/national-dnc
 

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How to Use It

Both settings are off by default. Each requires a dealership user to review and acknowledge liability before it can be turned on.

 

To enable the National DNC override:

  1. Navigate to the Communication Preferences page at the URL above.
  2. Review and check the box to acknowledge the terms of activation.
  3. Toggle the switch to the right / blue position

 

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To set up an SMS Audience Override:

  1. Navigate to the Communication Preferences page at the URL above.
  2. Open the Audience Override section.
  3. Review and check the box to acknowledge the terms of activation.
  4. Toggle the switch to the right / blue position
  5. Set the SMS opt-in/opt-out status for that audience. You can revert this at any time to restore each shopper's original status.

 

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Permissions: Turning on access to the Audience Override section requires Admin-level permissions. Once enabled, activating or deactivating an override for a specific audience requires Edit permissions.

 

Important: Enabling either setting requires the dealership to acknowledge liability for outbound contact compliance in place of the CRM's or National DNC's default consent signal. This is a dealership-initiated decision and cannot be enabled on a dealership's behalf.