Outreach: Rules for Marketing Notifications

Our platform delivers communications across three primary channels: Email, SMS, and Push Notifications (via Apple APNS and Google FCM). To comply with legal standards, retain delivery privileges, and maintain user trust, all outbound communications must adhere to channel-specific consent guidelines.

Transactional vs. Marketing Classifications

System handling depends on message intent:

• Transactional Messages: All automated notifications triggered by system events or user actions are categorized as transactional. These carry relaxed opt-in requirements because they are required for service operation.

• Marketing Messages: Manually sent Outreach notifications are categorized as marketing messages. Marketing communications require explicit, affirmative opt-in consent prior to transmission.

Channel Guidelines & Opt-In Rules

Email

• Required Unsubscribe Link: Every marketing email must include a clear, functional unsubscribe link. This is built-in to every email that is sent via Outreach.

• Consent Tracking: Consent for email marketing must be captured and managed independently from other messaging channels.

• Opt-Out by Default: In accordance with US CAN-SPAM standards, marketing emails are "opt-out" by default, giving you an immediate line of communication while ensuring recipients retain control over their inbox.

  • Recipients can opt-out in 1-click via the unsubscribe link and preference management UI.

SMS

• Strict Opt-In: SMS messages cannot be sent to any phone number that has not explicitly opted in to receive SMS marketing.

• Staff Opt-In Override: Authorized staff may manually toggle a user's SMS consent status, but only if verifiable opt-in consent was collected through an external process.

• Opt-Out Management: System preference controls automatically process standard opt-out commands (e.g., replying "STOP").

Push Notifications (APNS & FCM)

• Apple Consent Guidelines: Apple App Store Review Guidelines mandate explicit, standalone consent captured in the app UI before sending promotional push notifications.

• Granular Opt-Out: In-app settings must allow users to opt out of marketing push notifications without turning off essential transactional alerts. Like email, push is also opt-out by default.

• Spam & Device Revocation: Sending un-permitted marketing or excessive notifications via APNS or FCM can cause push providers to revoke notification tokens or block delivery to that device. A blocked device will temporarily lose access to all incoming push notifications, including critical transactional alerts.

Consent Tracking Requirements & Preference Management

Consent for Email, SMS, and Push Notifications must be tracked as distinct, channel-specific permissions. To simplify compliance, our built-in Preference Management System handles tracking and enforcement automatically for you—automatically blocking Outreach marketing messages if channel consent is missing.