Question 1

What if I import contacts with consent from another platform?

Accepted Answer

The import CSV supports columns for consent state per channel, source attribution, original capture timestamp, and the consent text shown at the original capture. The import preserves these as the canonical audit record — no data loss when migrating from Klaviyo, Mailchimp, Interakt, or another CRM. We recommend backfilling the original consent text where available; if not, the import flags those contacts as "legacy consent" so the legal team can decide whether to re-confirm.

Question 2

How is the WhatsApp 24-hour service window handled?

Accepted Answer

Inside the service window (a contact has messaged you in the last 24 hours), free-form messages are allowed regardless of marketing consent because the contact initiated the conversation. Outside the window, only approved templates can be sent, and only to contacts with subscribed or service-only status for the channel. The send pipeline encodes this logic so flows do not need to track the window state manually — try to send outside the window without a template and the node fails with a clear reason.

Question 3

Can I override consent for a specific send?

Accepted Answer

Only with explicit admin RBAC permission and an audit reason. The override is logged with the user who triggered it, the reason text, and the affected contacts. This exists for legitimate exceptions — emergency safety notification, regulatory required notice — but is intentionally cumbersome so it cannot be used as a daily workaround. Most tenants disable override entirely; the workflow then routes legitimate exceptions through legal review.

Question 4

How does the preference center work?

Accepted Answer

The preference center is a hosted page at `prefs.sabnode.com/{tenant}/{contact_token}` (or your custom subdomain). The token is a signed JWT embedded in outbound email and WhatsApp unsubscribe links. The contact lands on a page showing their current consent per channel and per purpose, with toggles to update. Changes are captured with full attribution (timestamp, IP, user agent, the page state). Embedded widget version is available for customers who want it inside their own logged-in UI.

Question 5

What happens during contact merge for consent?

Accepted Answer

Consent state takes the more restrictive value across the two contacts being merged — if one is opted-out and the other is subscribed, the merged contact is opted-out. This prevents accidental opt-back-in through a merge. Both source histories are preserved in the merged contact's audit log so the compliance team can trace exactly when each state change happened, on which source contact, regardless of the merge.

Question 6

Are double opt-in workflows supported?

Accepted Answer

Yes for email by default — a contact who opts in via a form gets a confirmation email and is marked subscribed only after they click the confirmation link. The audit log captures both the initial opt-in and the confirmation. For WhatsApp, the convention is single opt-in via explicit button click since the channel itself requires opt-in to start; if you want stronger evidence, you can configure a follow-up confirmation message that requires a "yes" reply before marking subscribed.

Question 7

How long is the consent audit log retained?

Accepted Answer

Five years by default on standard plans, configurable up to ten years on enterprise. This covers most regulatory windows globally — India DPDP recommends three years post-deletion, EU GDPR varies by purpose, RBI requires up to seven for financial communications. After retention expires, the log is purged but a summary row remains (count of state changes, last known state) for backwards-compatibility with billing and metrics. The full export should be archived externally if longer retention is needed.

Know exactly who said yes — and when, where, how

A single mis-sent broadcast costs more than the campaign

Opt-in Tracking, in depth.

Everything you get with Opt-in Tracking.

Per-channel four-state consent

Source attribution per capture

Auto-enforce at send time

STOP and unsubscribe handling

Re-engagement flow

Preference center

Compliance export

Built for the way teams actually work.

D2C WhatsApp marketing compliance

NBFC DLT-compliant lending nudges

EdTech multi-purpose consent

Healthcare appointment vs marketing

Cross-border GDPR for SaaS

From signup to first send in minutes.

Configure channels and purposes

Capture consent at every touchpoint

Enforce on every send

Handle opt-out gracefully

Export and audit

Works with the tools you already ship on.

Questions about Opt-in Tracking.

Stronger when stacked.

Ship opt-in tracking into production this week.