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Understanding Lead Opt-Out Settings in the Lead Manager

Learn what each opt-out option means, how it impacts communication, and how to view opt-out status for single or multiple leads.

When a lead chooses to stop receiving certain types of communication, their preferences are stored in the Lead manager. Understanding these settings helps you stay compliant, protect deliverability, and avoid sending messages to leads who have opted out. This guide explains each opt-out category and shows you how to review opt-out status efficiently.

Need to Know

  • Opt-out settings live inside each lead’s profile under SMS/Email Opt Outs

  • Some opt-outs override others (for example, All Text Messages disables Reactive Responses texts)

  • You can filter your Leads List by opt-out status using Advanced Filters

  • Respecting opt-outs protects your account and ensures compliance with communication regulations

  • If a lead is opted out of a specific communication type, the system will block you from sending that message and prevent delivery

Table of Contents

What Each Opt-Out Option Means

This section explains what communication is blocked when a lead opts out of a specific category.

All Contact

Blocks all communication from the Real Geeks platform, including:

  • Emails

  • Text messages

  • Lead Follow-Up Campaigns

  • Mass emails

  • Property Update Emails

If this is enabled, the lead will not receive any automated or direct communication from the system.

CRM Email

Blocks direct, one-to-one emails sent from the Lead manager.

This does not include:

  • Mass emails

  • Automated emails in a workflow campaign

  • Automated subscriptions

Use this when a lead no longer wants personal emails but may still receive automated updates.

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Eblasts and Workflow Emails/Texts

Blocks:

  • All automated emails in a workflow campaign

  • All automated text messages in a workflow campaign

  • All mass emails

This prevents automated marketing communication but does not automatically block manual one-to-one messages unless another opt-out applies.

All Text Messages

Blocks all SMS communication from the system, including:

  • Direct one-to-one SMS

  • Lead Follow-Up Campaign texts

  • Reactive Responses

  • Geek AI messages

Automated Text Messages

Blocks automated texting only. This includes:

  • All automated text messages in a workflow campaign

  • Reactive Responses

  • Geek AI

Important

If this is disabled, you can still send direct one-to-one SMS messages.

Leads must accept your website’s Terms of Service to receive automated texting. If they have not accepted, automated campaigns will not send.

Reactive Responses

Blocks messages triggered by the Reactive Response feature. This includes:

  • Reactive Response emails

  • Reactive Response SMS

Note: If All Text Messages is enabled, Reactive Response texts are automatically turned off.

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How to View a Lead’s Opt-Out Status

This section shows you how to check opt-out settings for a single lead or review multiple leads at once using filters.

View Opt-Out Status for a Single Lead

  1. Open your lead's profile

  2. Review the lead's opt out preferences in the SMS/Email Opt Outs menu

    crm-opt-out-menu

View Opt-Out Status for Multiple Leads

  1. Go to the Leads List

  2. Click Add New to create a filter

  3. Select Lead Opted

  4. Change the middle dropdown to In/Out

  5. Select the opt-out type (Email, Texting, Reactive Responses, Lender)

    lead-opted-filter

  6. Click Apply

Save the filter if you plan to reuse it, so you can quickly pull up the same group of leads by opt-out status before future campaigns without having to rebuild the criteria each time.

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Best Practices

Understanding opt-outs helps protect your communication reputation and maintain trust with leads.

  • Always check opt-out status before sending a mass email

  • Never manually override a lead’s opt-out preference

  • Use filters before sending campaigns to avoid compliance issues

  • If a lead requests to opt back in, confirm in writing before reactivating

  • Review opt-out filters monthly as part of Lead manager cleanup

Message Template

Use this text message template to quickly engage leads:

Hey {{FIRST_NAME}}, I just want to confirm your communication preferences. Would you prefer email updates, text messages, or both? Happy to adjust so you only get what’s helpful.

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Troubleshooting

If communication is not sending as expected, these checks can help identify why.

  • Confirm the lead is opted out of All Contact

  • Check if All Text Messages is enabled

  • Review Automated Text Messages settings

  • Confirm the lead accepted Terms of Service for automated texting

  • Double-check your filter before sending a mass email

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Frequently Asked Questions

If a lead opts out of All Text Messages, can I still email them?
Yes, unless they are also opted out of email communication.

If a lead opts out of Automated Text Messages, can I still send a direct SMS?
Yes. Automated campaigns are blocked, but one-to-one SMS is still allowed.

Does All Contact override everything?
Yes. No emails or texts will be sent.

Why are my Reactive Responses not sending?
Check if the lead has opted out of All Text Messages or Reactive Responses.

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