Record texting consent when a client gives your organization permission in person, on a signed form, or through another approved web form.
You only record this once. Saving texting permission updates both the client's OK to Text setting and the consent history used for texting compliance. You do not need to edit OK to Text separately.
Record permission from a client record
1. Open the client record.
2. Open Details, then find Contact Information.
3. Under Phone Numbers, find the mobile number the client agreed you may text. The number must be marked Text enabled.
4. Select Record consent beside that phone number.
5. Leave Consent status set to Opted in.
6. Under How did the client give permission?, choose:
• Verbal — the client told a staff member they agree to receive texts.
• Written — the client signed a paper or document that includes texting consent.
• Web form — the client gave permission through an approved online form.
7. Confirm the consent date and add a short note if it will help your team understand where the permission came from.
8. Select Save texting permission.
CoolFocus records the consent history and turns on OK to Text in the same save.
Consent CoolFocus records automatically
Staff do not need to record consent again when:
• The client selected the texting-consent checkbox while booking online.
• The client texted START to your organization's texting number.
• The client texted STOP or another supported opt-out keyword. CoolFocus records the opt-out and turns off OK to Text automatically.
A preferred contact method of Text is not the same as consent. It tells staff how the client prefers to be contacted; it does not prove that the client agreed to receive SMS messages.
Record an opt-out reported to staff
If a client asks staff not to text them:
1. Select the current Consented status beside their text-enabled phone number.
2. Change Consent status to Opted out.
3. Select Save texting permission.
This records the opt-out and turns off OK to Text in the same save. If the client opted out by texting STOP, do not change the record manually. They must text START to opt back in through the carrier-recognized flow.
If you do not see Record consent
Check that:
• Your organization has Inbox and texting available.
• The client has a valid mobile phone number.
• The phone is marked Text enabled.