Turning off reminders, confirmations and cancellation notices

Talemo itself sends a client the visit confirmations and reminders, and a cancellation message too, when a visit is cancelled and the client was not told otherwise (see Visit notices). A client can stop all of them, and the team can stop them at the client's request.

Two ways to turn them off

• The client replies STOP — from any channel.
• A person presses Don't send on the card, for example when the client asked by phone.

Either way the refusal covers the whole card: no confirmation, reminder or cancellation message goes to this person on any channel, not just on one address.

What the card shows

A row "Messages about visits" with a mark:

• "No reminders, confirmations or cancellation notices · the client replied STOP", or
• "No reminders, confirmations or cancellation notices · turned off by staff on request".

If there are both, the client's own word is shown: it weighs more.

What happens right away

Confirmations and reminders already queued for the card's visits are withdrawn in the same step. The visit then shows why nothing went out: "Not sent: the client replied STOP" or "Not sent: turned off by staff at the client's request".

A cancellation is covered too: if the visit is cancelled after that, Talemo will not write about it, and the client has to be told in the chat. Talemo answers a STOP once, and the answer names all three: reminders, booking confirmations and cancellation notices.

Turning them back on

Send again turns confirmations, reminders and cancellation messages back on for the whole card. Do it only when the client asks. Both turning off and turning on leave a line in the card's history.

Removing an address does not lift the refusal

If the refusal came from an address and that address is removed, the refusal stays on the card. A STOP that arrived from a channel with no address on the card also lies on the card itself.

Tools and refusals

• A client stops the reminders, the booking confirmations and the cancellation notices by writing STOP in any channel, and a member of the team can do it for a client who asked by phone. It holds for the whole card: nothing automatic goes to any of its ways, in any channel, not even a confirmation or a cancellation notice in an open chat window.
• talemo_get_contact shows opt_out with its source, client_word (the client wrote STOP) or person (the team did it); the way where it was set shows its own opt_out too.
• talemo_turn_off_contact_notices does it for the client who asked, with party_id and the way you name. What already stands in the queue of a channel is taken out. When the card already shows client_word, the call returns the contact as it is.
• talemo_turn_on_contact_notices brings the reminders, confirmations and cancellation notices back for the whole card, whichever way you name. It is the only action that undoes STOP, so use it only when the client asked to get them back. A card without an opt-out is returned as it is.
• Both calls leave a line in the history of the contact (see History of a contact).