Download NextivaONE Free Desktop & Mobile Apps
What's new? Product updates & enhancements
Searching...

Nextiva Contact Center: Consent

Consent in Nextiva refers to the level of contact permission that a customer has established with the contact center. This ensures compliance with communication preferences and regulations, allowing the organization to respect the customer’s wishes regarding how and when they can be contacted. Customers can provide different levels of consent, including: 

  • Do Not Call: The customer does not wish to receive calls. 
  • Opt-in: The customer agrees to be contacted. 

Search for Consent in the options menu. Click Plus (+) and fill out the required information. 

Information Tab

Field Name Description
Number The Customer’s telephone number or it may be an email address. 
Consent Type

There are nine consent types in Nextiva:  

  • DNC – The customer has requested no further contact from the contact center under any circumstances.  
  • Expired – For consents uploaded in the Temporary DNC list, this is the date and time in which the Temporary DNC expired.  
  • Opt-In – The customer has agreed to be contacted by the contact center in the future at this address.  
  • Opt-Out All– Opted out of all contact on this address.  
  • Opt-Out Email – The customer prefers that the contact center not contact them at that email address.  
  • Opt-Out Phone – The customer prefers that the contact center not contact them at that address.  
  • Opt-Out SMS – The customer prefers that the contact center not contact them on that SMS address.  
  • Pending – No consent has yet been given by the customer. 
  • Re-Assigned – The person contacted has indicated that this phone number has been Re-Assigned and no longer belongs to the customer.
Campaign The campaign to which the consent should be applied. Select the list icon to select the campaign and click OK. 
Reason  Brief description where the system captures how the consent level was set, or a user can capture why a customer has chosen this level of consent. 
Contact ID The contact ID of the customer. 

NOTE: The difference between DNC and Opt-Out All is that DNC will block all contact at any address, whereas Opt-Out All will block all contact at that address. 

Need additional help? Click here.

Was this article helpful?

Yes No