How to manage communication preferences in ToolDesk

Managing Communication Preferences in Tooldesk

This guide explains how Tooldesk handles communication preferences and opt-outs to ensure compliance and respect client preferences.

Automatic Opt-out Features

SMS Opt-outs

• Every 30 days, the first text message sent to a client automatically includes “reply STOP to opt-out” at the bottom
• When a client replies with “STOP,” they are automatically opted out of SMS communications
• The opt-out message resets every 30 days for compliance

Email Opt-outs

• All emails sent through Tooldesk include an automatic unsubscribe link at the bottom
• Clients can click this link to instantly opt out of email communications
• Unsubscribe requests are processed automatically

Manual Preference Management

You can manage client communication preferences directly through the Clients tab:

1. Navigate to the Clients tab
2. Search for the specific client
3. Click on the client’s name
4. Open their details
5. View current subscription status for both email and SMS
6. Use toggle buttons to:

• Unsubscribe from SMS
• Unsubscribe from email
• Manage all communication preferences

Integration with Jobber

If you manage unsubscribes in your Jobber account, you can:

• Use tags to mark unsubscribed clients
• Create filters in Tooldesk based on these tags
• Apply these filters to:
  • Campaigns
  • Automation flows

This ensures consistency between your Jobber and Tooldesk communication preferences.

Best Practices

• Regularly review client communication preferences
• Honor opt-out requests promptly
• Use tags consistently between Jobber and Tooldesk
• Apply appropriate filters to campaigns and flows to respect communication preferences
• Check client subscription status before manual outreach

Additional Resources

For more information about using filters to manage communication preferences, please refer to our help article on “Using Filters in Tooldesk.”