Client consent and unsubscribes

Overview

An email is either commercial — and carries an Unsubscribe link in its footer plus the one-click header mail apps use — or transactional, and carries no link at all, because inviting someone to switch off the invoice they owe would be its own defect. Texts work on the STOP keyword instead. An opt-out on either channel is stored as a record with the wording the person saw, never deleted, and checked before every later send.

Which emails carry an unsubscribe link

The footer reads “You're receiving this because you're a customer of …” with an Unsubscribe link, and the page it opens says plainly that quotes, invoices and receipts about work they requested will still arrive — only promotional email stops.

• Commercial, with the link: marketing email campaigns; the automatic review request after a job (see Review requests after a job); and a “job completed” follow-up rule, since the work is finished and this is discretionary outreach.
• Transactional, no link: a sent quote or invoice; the “new enquiry, nobody replied”, “quote sent, no response” and overdue-invoice follow-ups, which answer a request the client made or a document they are already in a transaction with; booking and instant-quote confirmations; and account mail such as password resets.
• Recorded on the way out: a review request is sent to someone who was never on a mailing list, so the send first creates their subscriber row with a token — that is what makes the link in that email work.

What the client sees when they unsubscribe

1. The link opens a page with no login. Opening it changes nothing — a mail app that pre-fetches links cannot unsubscribe someone by accident.
2. One button confirms: “Unsubscribe from marketing emails from …”. Pressing it records the opt-out with that exact wording and the time.
3. If the request fails to land — one bar of signal, a slow server — the button stays on screen and the page says nothing has changed yet, so they can press again.

Texts: STOP and START

The default appointment reminder text ends with “Reply STOP to opt out”, in the client's language — if you rewrite the wording under Settings → Client messages, keep that line, because nothing adds it back. The keyword itself is always STOP — carriers treat it as universal. A reply is an opt-out only when the whole message is the keyword: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT (a trailing full stop is fine). “Please stop by at 3” is not an opt-out.

• STOP records an SMS opt-out the moment it arrives. Client texts leave on FieldQuo's shared line, so the reply cannot name one company: it opts the number out of every company holding it on a client record. From then on the reminder cron and the on-my-way text both skip that number.
• START or UNSTOP reverses it, on the same channel. Whether the client gets a confirmation text depends on how the number is set up at the carrier, not on a setting in FieldQuo. YES is deliberately not an opt-in — it usually means “yes to the appointment”.
• A number that opted out of calls is refused texts as well, but a START does not restore call consent — that opt-out is one-way.

Where you see an opt-out

Email opt-outs show on Marketing → Subscribers as Unsubscribed next to the address, and the count at the top — “12 subscribed of 15 total — this is who an Email blast campaign sends to” — excludes them. A review request checks the same list before sending, and the reviews settings page says so: “Customers who have unsubscribed are skipped”. See Email campaigns and subscribers.

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