Forum Discussion

jowenger's avatar
jowenger
Contributor 2
9 days ago
Solved

Am I missing a marketing consent setting?

I just learned that more than 200 customers didn’t opt in to marketing emails on our request form, so I can’t include them in Jobber campaigns. That was a disappointing surprise! I had assumed we could email customers and give them the option to unsubscribe, but this limits us right from the beginning. 

We don’t use text marketing, so I’d love to remove that option AND customize the email wording to explain that we mainly send helpful seasonal reminders.

Is there a way to customize these options or invite existing customers to update their preferences? If not, I’d love to see Jobber add more flexibility here. Has anyone found a good workaround?

  • krista's avatar
    krista
    2 days ago

    Hi jowenger​,

    I’m sorry this came as such a disappointing surprise, especially after discovering that more than 200 customers had not opted in.

    At this time, the email and text consent options cannot be separated, and the standard consent wording cannot be customized. Customers who have not provided consent cannot be included in Campaigns. You can review your campaign results to see which customers have unsubscribed. Currently, customers who unsubscribe are not able to opt back in, but I agree that having more flexibility to manage these preferences would be valuable, and I’ve shared that feedback with our team.

    One workaround moving forward is to add a custom section in the Request Form directly above or below the consent field that explains how you plan to use their contact information and gives them a clear reason to opt in. For example:

    “Sign up to receive helpful seasonal reminders, maintenance tips, and occasional service updates by email. We do not send text marketing.”

    While this would not change the standard consent wording, the additional context may help customers better understand what they are agreeing to and feel more comfortable opting in.

    I’d also love to learn more about your ideal workflow so I can capture your feedback accurately. Would separate email and text consent options solve the main concern, or would you also need to customize the wording? How would you ideally invite existing customers to review and update their preferences? Any additional context about the types of emails you send and how often you send them would also be helpful.

6 Replies

  • Homeownership's avatar
    Homeownership
    Contributor 5
    5 hours ago

    I think separating email and text consent would solve a lot of this. Some customers may be fine with occasional emails but want nothing to do with marketing texts. It would also be helpful if existing customers had a simple way to update their choice later instead of being locked out once they unsubscribe.

  • jowenger's avatar
    jowenger
    Contributor 2
    1 day ago

    Thanks, Travis. I also appreciate the work-around idea of sending them to Mailchimp. I couldn't find a way to update existing profiles through Clients > Edit. I did recently notice that when a client clicks on our request form that the default is the CHECKED box to opt-in which I think is helpful (so they have to uncheck it versus having to check it). 

  • travisshepherd's avatar
    travisshepherd
    Verified Community Coach
    2 days ago

    ​You aren't missing a setting. Jobber includes the consent checkbox by default on request forms, and it isn't customizable in the form editor. It doesn't allow editing the wording, hiding SMS separately, or toggling default opt-in behavior.

    ​A few practical ways people work around this:

    ​Manually update existing profiles: If you already have marketing permission from a signed agreement or paper intake form, update their preferences directly on their profile under Clients > Edit.

    ​Direct them to Client Hub: Existing clients can log into Client Hub at any time to toggle their own communication preferences.

    ​Add custom form text: Use a custom instruction section on your request form to explain that your emails consist of seasonal service reminders and maintenance updates.

    ​Use an external email platform: Export your client list from Reports > Clients into an email tool like Mailchimp or Constant Contact to send a one-time opt-in message for your seasonal reminders.

    ​It is definitely worth submitting feedback or a feature request to Jobber so they give us control over form consent settings down the road.

  • krista's avatar
    krista
    Jobber Support Team
    2 days ago

    Hi jowenger​,

    I’m sorry this came as such a disappointing surprise, especially after discovering that more than 200 customers had not opted in.

    At this time, the email and text consent options cannot be separated, and the standard consent wording cannot be customized. Customers who have not provided consent cannot be included in Campaigns. You can review your campaign results to see which customers have unsubscribed. Currently, customers who unsubscribe are not able to opt back in, but I agree that having more flexibility to manage these preferences would be valuable, and I’ve shared that feedback with our team.

    One workaround moving forward is to add a custom section in the Request Form directly above or below the consent field that explains how you plan to use their contact information and gives them a clear reason to opt in. For example:

    “Sign up to receive helpful seasonal reminders, maintenance tips, and occasional service updates by email. We do not send text marketing.”

    While this would not change the standard consent wording, the additional context may help customers better understand what they are agreeing to and feel more comfortable opting in.

    I’d also love to learn more about your ideal workflow so I can capture your feedback accurately. Would separate email and text consent options solve the main concern, or would you also need to customize the wording? How would you ideally invite existing customers to review and update their preferences? Any additional context about the types of emails you send and how often you send them would also be helpful.

    • jowenger's avatar
      jowenger
      Contributor 2
      1 day ago

      Hi Krista,

      Thanks for the reply. Adding the custom message below the box is a great work-around and I have done that. Except that now there is a blank box underneath that also comes through on my request forms. Not ideal but at least its an option to add the additional wording. The ability to take off anything related to text messaging would be good since we don't offer that.