See When a Customer Changes Their Contact Preferences

When a customer changes their contact preferences, opting out of marketing messages for example, that change is now logged inside the conversation itself. You see it in the same thread as their messages, so you know what happened and when without leaving the inbox.

What gets logged?

Every preference status update is recorded in Conversations. It does not matter whether the customer made the change themselves or someone on your team made it for them, both appear in the message thread alongside the rest of the history.

Why does this help?

Preference changes used to be visible only in the contact record, which meant switching screens in the middle of a conversation to work out why someone had stopped receiving your messages. Now the answer sits in front of you while you are replying.

Who should pay attention to this?

Anyone on your team who answers messages. Seeing an opt-out in the thread is the difference between following up appropriately and sending a marketing message to someone who has just asked you not to.

You will find these entries in the message thread under Conversations.

This update was originally released in May 2026. Menu locations may have changed since.