Customize and Store More Customer Consent Channels

To help your org better communicate with customers, you can use the Engagement Channel field to manage consent records for more contact point channels. For example, you can use the Engagement Channel Type field to specify a customer’s consent to be contacted through SMS or fax, when previously you could only indicate the contact point type phone. Even better, you can create your own Engagement Channel type to meet customers’ unique needs.

Where: This change applies to Lightning Experience, Salesforce Classic, and all versions of the Salesforce app in all editions.

How: For new orgs, Engagement Channel Type is displayed on the Contact Point Consent or Contact Point Type Consent object’s layout by default. For existing orgs, from the Contact Point Consent or Contact Point Type Consent object, select the Engagement Channel Type field, then click Set Field-Level Security. Set Engagement Channel Type to Visible, then add it to the object’s layout in the Object Manager. From the Object Manager, change Contact Point Type to optional, or remove Contact Point Type in the layout editor.

Object Manager window with Set Field-Level Security highlighted