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Updating a customer's GDPR preferences
Updating a customer's GDPR preferences

There are a few ways to update the GDPR preferences of your users

Written by Raymond Carrel
Updated over a week ago

GDPR preferences are stored in The Layer for each customer contact.

There are three primary ways to update these.

  • Create a marketing campaign for your Consumers and Sole Traders with follow-up elements

  • Send an individual email to the customer contacts

  • Manual update of contacts

Method 1: Using a marketing campaign

It's possible to send out a marketing campaign asking recipients to confirm their preferences, using some in-built snippets that will direct them to a form.

Before you create your marketing campaign we recommend doing the following:

1. Check your data:

- Ensure that all your customers have a business entity specified correctly.
- Ensure that your contacts are up to date and that contacts who no longer work for the company are deactivated.

2. Create required workstack(s):

Create a customer stack to be used for your marketing campaign. Filter it depending on who you want to send the marketing campaign to. Use filters such as business entity and customer status (Live, Pending, Cancelled, Pending Cancellation).

Now you are set to create a marketing campaign per our example below. Please note, you can create multiple campaigns depending on the company type (Sole Trader, Consumer etc.).

You can add additional email campaign elements in the form of chaser / follow-up emails, like the example below.

Selecting recipients

Make sure that you use the option Load from stack, as this will update the contact preferences within customer record.

Note: You won’t be able to use the option Load from list in this type of marketing campaign as that won’t update the contact preferences against the record.

You should make sure to Remove Duplicates and Remove Unsubscribes. This will ensure that you are only sending an email to contacts that haven’t updated their preferences yet.

Once you are happy with the list of recipients continue to design your campaign email.

You can insert a snippet to your email to provide a link to the Compliance landing page

To add the this link into the marketing template, use the insert snippet at... menu and select GDPR URL.

This link take the customers to the following landing page. If you would like to create your custom landing page please read our guide here.

Once the preferences are saved your contact will be presented with this screen:

Note: Previously selected preferences will be saved and will be visible when you access the link again. Therefore, your customer contacts will always be able to go back to the link and check which preferences they have already selected.

The contact preferences will be updated and saved within the contact record under Compliance - Contractual & Compliance - Marketing column. Every change will be recorded with the date and time stamp, this is split into customer change via the external link or internal change within The Layer (see Method 3).

The report Contact Compliance History shows a breakdown of the opt-out status across all users

Method 2: Sending an individual email to a contact

Within the Contact tab in the customer or lead record, under GDPR column, you will be able to prompt an individual email for selected contact with the GDPR Opt-In Request.

To send the request email, click on the Send icon.

Example email:

You can customise your email in the settings zone and map it to your selection in Settings - Company Set up - Mail Templates.

The default email template has already been set up for you.

Method 3: Manual contact update

You can amend a customer contact's preferences manually by editing the contact entry directly

This change will be logged in the history, along with the date and time stamp, and the user who made the change.

If the customer hasn't confirmed Opt-out option you will be presented with the message 'No updates'.

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