How to Manage Contact Opt-In Status
Why This Matters
Managing opt-in status correctly ensures you only send emails to contacts who have given permission, which keeps you compliant with anti-spam laws and protects your sender reputation. You have three ways to opt contacts into your email marketing: automatically through Landing Pages, manually from individual Contact Cards, or in bulk using Group Actions. Choosing the right method depends on your situation and your relationship with the contact.
Before You Begin
Before you opt in any contacts, make sure you have:
- Documented permission from the contacts you want to opt in (existing business relationship, verbal consent, or Landing Page submission)
- Understanding of opt-in requirements by reading About: Opt-In Email if you haven't already
- Clean contact data with valid email addresses entered in the system
- A plan for which contacts need opt-in (all contacts, a specific group, or individual contacts)
Step-by-Step Instructions
Method 1: Automatic Opt-In Through Landing Pages
Landing Pages provide the most reliable and compliant opt-in method because the contact initiates the relationship themselves.
How it works: When someone fills out a Landing Page you've created in your CRM, they're automatically added to your contact database and marked as opted-in. No additional action is needed.
This method ensures clear, documented consent and provides the strongest legal protection. For instructions on creating Landing Pages, see Setup: Landing Pages.
Method 2: Manual Opt-In from a Single Contact Card
Use this method when you have someone's information from a business card, referral, or past interaction and you have a legitimate reason to opt them in, such as an existing business relationship or their verbal permission.
1. Open the Contact Card
Navigate to Contacts and search for the contact you want to opt in. Click their name to open their Contact Card.
This displays all contact information and communication history.
2. Click the Email Address
Click on the contact's email address in their Contact Card.
This opens the email status options.
3. Click the Opt-In Button
Click the Opt-In button to update the contact's status.
The contact will be immediately opted in to receive email campaigns and the system will run an email validation check. You'll see the status indicator turn green.
4. Document the Reason (Best Practice)
Add a note to the contact's record explaining when and how consent was given (for example, "Verbally requested newsletter at networking event on 10/15/25").
This documentation protects you if permission is ever questioned and demonstrates good compliance practices.
Method 3: Group Opt-In Using Group Actions
Use this method to opt in multiple contacts at once. The system guides you through a compliance decision tree to ensure you're handling each group appropriately.
1. Navigate to Group Actions
Go to Contacts in the main menu and click Group Actions.
This is where you build workgroups for bulk operations.
2. Build Your Workgroup
Click the Add Contacts tab and select the group you want to opt in using Categories, Tags, Sources, or Saved Searches. The contacts will be added to your workgroup.
Check the Contacts in Workgroup counter to confirm you've selected the right group. You can refine your selection by adding filters or removing specific contacts.
3. Go to the Actions Tab
Click the Actions tab to see available group actions.
This displays all bulk operations you can perform on your workgroup.
4. Select Email Opt-In Wizard
Click Email Opt-In Wizard from the list of actions.
The wizard opens to help you categorize your contacts.
5. Choose the Appropriate Category
The system presents a decision tree with different contact categories. Read each section carefully and select the one that most accurately reflects your relationship with these contacts.
Category 1 - Existing Business Relationship: If your contacts fit this category (recent customers, active clients, or documented verbal permission), they will be immediately opted in when you proceed.
Category 2 - Permission Needed: If your contacts fit this category (older relationships, referrals, or unclear permission status), they will be sent an opt-in request email asking for their permission to receive your emails. You'll need to wait for their response before you can include them in campaigns.
6. Complete the Wizard
Follow the remaining prompts in the wizard to complete the opt-in process.
The system will either opt in the contacts immediately or send opt-in request emails, depending on the category you selected.
7. Monitor Results
If you sent opt-in requests, check the Opt-In Status Report in a few days to see who has confirmed their subscription.
Contacts who don't respond to the opt-in request will remain in Unknown or Grey status and cannot receive marketing campaigns.
Checking Opt-In Status
View Individual Status on Contact Cards
Every Contact Card displays opt-in status with a color-coded indicator next to the email address:
- Green = Opted in and eligible for campaigns
- Orange = Opted out (unsubscribed)
- Blue = Pending confirmation (double opt-in)
- Yellow = Bounced (delivery failure)
- Pink = Spam complaint
- Grey = Unknown status
For detailed explanations of each status, see About: Email Status Indicators.
View Database-Wide Status in Reports
Navigate to Reports and open the Opt-In Status Report. This report shows a chart breaking down your contacts by opt-in status.
Click any segment of the chart to view the specific contacts in that category. This makes it easy to identify who's ready to receive emails, who needs follow-up, and who requires permission requests.
Best Practices for Managing Opt-In Status
Document Everything — Always add a note to contact records explaining when and how consent was given, especially for manual opt-ins or verbal permission.
Use Landing Pages When Possible — This creates the clearest consent record and requires no manual opt-in work from you.
Review Before Group Opt-In — Double-check your workgroup before running the Email Opt-In Wizard to ensure you're not accidentally opting in contacts who haven't given permission.
Follow Up on Opt-In Requests — If you send opt-in request emails through the wizard, check back after a week to see response rates. Contacts who don't respond cannot receive campaigns.
Never Assume Permission — When in doubt, send an opt-in request rather than immediately opting someone in. It's better to lose a few contacts than to damage your sender reputation.
Clean Your List Regularly — Review your Opt-In Status Report monthly and address bounced or unknown contacts promptly.
Questions and Answers
Q: Can I opt in a contact who gave me their business card at a networking event?
A: Not automatically. Exchanging business cards establishes a connection but doesn't constitute explicit opt-in. You have two compliant options: send them an individual opt-in request from their Contact Card explaining how you met, or send a personal one-to-one email first to establish the relationship before requesting opt-in through the Group Actions wizard.
Q: What's the difference between opting in one contact vs using Group Actions?
A: Opting in from the Contact Card is for individual contacts when you have clear permission. Group Actions is for bulk opt-in of multiple contacts and includes a compliance wizard that helps you determine if contacts can be opted in immediately or need to receive opt-in requests.
Q: Can I import a purchased email list and opt everyone in?
A: No. Permission-based email requires consent directly from the individual, not from a third party. Purchased lists violate opt-in principles and most email marketing regulations. These contacts haven't agreed to hear from you specifically, which leads to high spam complaint rates and potential legal issues.
Q: What if I have a list of past customers from before I started using this CRM?
A: Past customers typically qualify for implied consent if the relationship is recent (within the last 2 years for most jurisdictions). Import them into your CRM and use the Group Actions Email Opt-In Wizard. The system will help you determine which customers can be opted in based on existing relationships and which need opt-in requests sent.
Q: Can I opt someone back in after they unsubscribe?
A: No. Once someone opts out, you cannot manually change their status back to opted-in. They must opt themselves back in by submitting a Landing Page and clicking a confirmation link in a re-subscription email the landing page sends them.
Q: How long does it take for the opt-in status to update?
A: Manual opt-ins from Contact Cards update immediately. Landing Page submissions update immediately. Opt-in requests sent through Group Actions require the contact to click a confirmation link, which can take hours or days depending on when they check their email.
Q: Can I opt in someone who verbally told me they want my emails?
A: Yes, but document it. Verbal permission is valid, but you should note when and how consent was given in the contact's record. The best practice is to send them a confirmation email after the verbal opt-in, thanking them for subscribing and giving them an easy way to manage preferences.
Q: What should I do if someone forwards my email to their friend who wants to subscribe?
A: Never add the friend to your list directly. Instead, send them an opt-in request from their Contact Card or direct them to one of your Landing Pages to subscribe themselves. Permission must come directly from the individual, not through forwarding or referrals.
Q: If I accidentally opt in the wrong group, can I undo it?
A: You can manually opt out contacts from their Contact Cards, but this should be avoided. Always double-check your workgroup selection before running the Email Opt-In Wizard.
Guide Type: How-To Guide
Estimated Time: 10 minutes
Next Guides: About: Opt-In Email, About: Email Status Indicators, Setup: Landing Pages