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Manage consent for proactive engagement

Consent management helps your organization maintain compliance with telecommunications regulations by tracking and honoring customer opt-out preferences for proactive outbound voice calls and SMS messages. When a customer opts out, the system prevents future proactive engagements from being initiated to that customer until consent is restored.

All consent records created by proactive engagement use the PES compliance profile. These engagements are considered transactional with implicit opt-in, meaning customers are assumed to have consented unless they explicitly opt out. Learn more about compliance profiles in Manage consent for email and text messages in Customer Insights.

Important

Your organization is responsible for ensuring compliance with all applicable consent and opt-out regulations, including maintaining accurate do-not-call lists and honoring opt-out requests promptly. Learn more in Best practices for proactive engagement campaigns.

Prerequisites

  1. In the Copilot Service admin center site map, go to Productivity > Proactive engagement.
  2. Select Manage next to Consent.

Automatic opt-out

The system automatically creates opt-out records for customers in the following scenarios:

  • SMS: When the system receives an opt-out SMS message from the customer (for example, the customer replies STOP), an opt-out record is automatically created for the SMS channel.
  • Voice and SMS: When a service representative marks a conversation with a disposition code of Do not contact, an opt-out record is automatically created for the appropriate channel.

Manually manage opt-outs

You can manually create, edit, and bulk upload opt-out records from the consent management page.

Create an opt-out record

  1. On the consent management page, select Voice consent or Text consent as appropriate.
  2. Select the customer and set the opt-out status.

Edit existing opt-out records

Go to the consent management page to view and edit opt-out records. You can update a customer's consent status, such as restoring consent when a customer requests to receive proactive engagements again.

Bulk upload opt-outs

If you're migrating from another system, bulk upload opt-out records to import your existing do-not-call list. This process ensures that customers who previously opted out in your current system continue to be honored in Dynamics 365 Contact Center.

When you initiate a proactive delivery through any of the proactive engagement APIs, file upload or MCP endpoints, or through a Customer Insights journey, the system checks the customer's consent status before placing the call or sending the SMS message. If the customer opts out, the system doesn't initiate the delivery and marks the request accordingly.

Overview of proactive engagement
Configure proactive engagement

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