Consent Log
The consent log is the audit trail of every time a contact’s messaging consent changed - who changed it, on which channel, and why. Most entries are not created by hand: when a customer replies STOP to one of your numbers, the platform records the opt-out and writes it here automatically. If you are ever asked to show that you stopped messaging someone when they asked you to, this is the screen that answers it.
Consent is tracked per channel, so a contact can be opted out of SMS while still consenting to WhatsApp or email.
Grid Columns
| Column | Description |
|---|---|
| Contact | The contact the entry belongs to |
| Phone | The contact’s phone or mobile number |
| Channel | The channel the change applies to - sms, whatsapp, voice, or email |
| Action | What changed, typically opt_in or opt_out |
| Source | Where the change came from. inbound_keyword means the customer texted a keyword such as STOP; other values indicate a manual edit or an import |
| Note | Detail about the change, including the keyword received and the number it was sent to |
| Changed By | The administrator who made the change, or api-server-ng for changes the platform recorded on its own |
| Date | When the change was recorded |
The most recent entries appear first. The grid shows the latest 2,000 entries for the tenant.
How opt-outs are recorded
When an inbound message body is exactly a recognized keyword, the platform records a consent change and updates the contact:
- Opt out: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT, REVOKE
- Opt back in: START, UNSTOP, SUBSCRIBE, OPTIN, YES
Matching ignores case, spacing, and punctuation, so stop, STOP. and Stop All are all recognized. It does not match keywords inside a sentence - a customer who writes “please stop sending these to my work number” is not opted out automatically, because doing so on a substring match would unsubscribe people for writing ordinary English. Treat messages like that as a manual request and record them yourself.
Consent log and the opt-out list
The consent log covers contacts. Suppression covers numbers, whether or not they belong to a contact:
- A customer who is in your CRM gets an entry here and an entry on the Opt-Outs list.
- A customer who is not a contact gets an entry only on the Opt-Outs list.
The Opt-Outs list is what actually stops messages from being sent. The consent log is the contact-level history. To lift a suppression, edit the entry on the Opt-Outs list - changing a contact’s opt-in checkbox alone will not resume messaging.
Availability
The consent log appears for tenants with CRM enabled. Access requires CRM management permission.