How do I manage permissions for contacts added to my Birdeye account?
Using Birdeye, you can send emails and texts to your customers to solicit feedback. There might be instances when the customer(s) may not want to receive specific communication from the business. In such a scenario, Birdeye allows you to manage permissions to communicate with the contacts.
With permission settings, you can opt in or out of communication for individual or multiple contacts. Business users can manage contact preferences by opting contacts in or out of specific categories of communication.
Managing Preferences For Multiple Contacts
Go to the ‘Contacts’ tab, click ‘More,’ and select the ‘Edit communication preferences’ tab.
Select the contacts for which you want to manage permissions and click the 'Edit Communication Preferences' button.
A drawer opens on the right side, displaying categories of communication preferences. Communication is classified into the following categories:
Feedback (email and text): Includes review requests and surveys.
Marketing (email and text): Includes referral programs and promotional content.
Service (email and text): Includes appointment reminders and payment requests.
Use the checkboxes under ‘All Emails’ and ‘All Texts’ to manage communication preferences. Checked options enable that type of communication for the contact, while unchecked options disable it. Click ‘Save’ to apply the changes.
Once communication preferences are saved, a notification will appear at the top of the 'Contacts' page.
Managing Preferences For A Single Contact
Click the contact name.
A drawer opens on the right side of your screen. Click ‘Edit.’
Alternatively, hover over the contact’s name, click ‘Actions,’ and select ‘Edit.’
A drawer opens on the right side of your screen to enable and disable the communication preferences for a single contact.
In the image below, only email communication preferences can be configured because the contact does not have a phone number. To set text preferences, a valid phone number must be added. Click ‘Save’ to apply the changes.
NOTE:
Clicking ‘All emails’ will disable the contact from receiving any type of email communication.
NOTE:
- A user can opt in and out of preferences from both text and email options, but will be unable to update the communication preference if the contact is blocked.
- All text communication will be stopped if a contact opts out by sending commands such as 'Stop' or ‘Unsubscribe.’
- Alternatively, contacts can opt out of specific types of text communication by
using the following keywords:
NOMKT – to stop marketing texts
NOFB – to stop feedback texts
NOSERV – to stop service texts
IMPORTANT:
If a contact's email ID is provided and the phone number is missing, then a user will not be able to update the 'Text' communication preferences, as the phone number is required to use this option. Likewise, if the phone number is provided and the email is missing, a user will not be able to update the 'Email’ communication preferences.
Managing Preferences Via Bulk Upload Template
While uploading multiple contacts in bulk, all the contacts are opted in for all communications by default. You can manage preferences for one or more contacts using the corresponding drop-down under the ‘Feedback,’ ‘Marketing,’ ‘Service,’ and ‘Texting’ permissions column. Select the opt-in or opt-out option and save the Excel file.
Using Communication Preferences Filters
To view contacts based on preference type, click the filter icon.
Select ‘Communication preferences.’
You can view the following contacts based on the communication preference types:
| Communication Preferences | Details |
| Feedback (Email opt in) | View contacts that are opted in for feedback emails. |
| Marketing (Email opt in) | View contacts that are opted in for marketing emails. |
| Service updates (Email opt in) | View contacts that are opted in for service updates emails. |
| Feedback (Email opt out) | View contacts that are opted out of feedback emails. |
| Marketing (Email opt out) | View contacts that are opted out of marketing emails. |
| Service updates (Email opt out) | View contacts that have opted out of service updates emails. |
| Text opt in | View contacts that have opted in for texts. |
| Text opt out | View contacts that have opted out of texts. |
| Blocked | View blocked contacts. |
| Unblocked | View unblocked contacts. |
Managing Preferences For Contacts Via Inbox
Opt-in and opt-out contacts from receiving text and email communications by navigating to the 'Inbox' tab. Choose the desired contact, hover over the contact's name, and click the 'Pencil' icon.
A drawer opens on the right side of your screen, and you can opt in and out of the contact under the ‘Communication preferences’ section. Click ‘Save’ to apply the changes.
