Most countries have enforced a National Do Not Call (NDNC) registry that regulates the sending of unsolicited marketing messages or calls. When customers register their numbers to the NDNC registry, it becomes a legal requirement for marketers to stop calling or sending marketing messages. To comply with legal requirements and to adhere strictly to customer preferences, the Capillary Manager provides the following features:

  • Opt-In Settings to enable organizations decide how customers can subscribe for marketing messages.
  • Opt-Out Settings to enable organizations decide how customers can unsubscribe from marketing messages.

When customers prefer not to receive unsolicited marketing messages, the Campaigns Manager automatically excludes these customers from marketing communication. Also customers who had subscribed for marketing messages can change their preferences to stop receiving marketing messages at any time. 

This section lists the rules for sending marketing messages to both NDNC and non-NDNC customers.

Rules for NDNC Customers

The following rules decide when NDNC customers receive marketing messages:

Made transaction in the last 6 months  Opt-Out Setting Configured Subscription status Action
 Yes Yes The customer has explicitly subscribed Marketing message is sent with the mandatory opt-out tag.
For example, if the opt out option is through a missed call, then the marketing communication includes the following opt out text:
To opt out of the marketing communication, give a missed call to [12345].
 Yes Yes The customer has explicitly unsubscribed
Marketing message is not sent.
 Yes Yes The subscription status is not set for the customer The action depends on the Opt-In setting for the organization. For example, if the Opt-In setting is Simple, the marketing message is sent.
 Yes No

The customer has explicitly subscribed

Marketing message is not sent.
Even though the customer has opted in for the marketing communication, the message is not sent as the 'Opt-Out setting has not been configured for the organization'.
 Yes No The customer has explicitly unsubscribed Marketing message is not sent.
 Yes No

Subscription status not set for the customer

Marketing message is not sent.

 No Yes The customer has explicitly subscribed Marketing message is not sent.

Even though the customer had opted for the marketing communication, the message is not sent as the customer had not made any transactions in the last six months.

 No Yes The customer has explicitly unsubscribed Marketing message is not sent.

 No  Yes The subscription status is not set for the customer  Marketing message is not sent.


Rules for non-NDNC Customers

The following rules decide in what cases non-NDNC customers receive marketing messages:

Opt-Out Setting Configured Subscription status Action
Yes The customer has explicitly subscribed Marketing message is sent with the mandatory opt-out tag.
For example, if the opt out option is through a missed call, then the marketing communication includes the following opt out text: 
To opt out of the marketing communication, give a missed call to [12345].
Yes The customer has explicitly unsubscribed
Marketing message is not sent.
Yes The subscription status is not set for the customer The action depends on the Opt-In setting for the organization. For example, if the Opt-In setting is Simple, the marketing message is sent.
No

The customer has explicitly subscribed

Marketing message is sent.
Even though the Opt-Out setting has not been configured for the organization, the message is sent as the customer is not a NDNC customer and had explicitly subscribed for marketing communication.
 No  The customer has explicitly unsubscribed  Marketing message is not sent.
 No  The subscription status is not set for the customer  The action depends on the Opt-In setting for the organization. For example, if the Opt-In setting is Simple, the marketing message is sent.