Help centre · Customers and keeping them
Looking up what a customer agreed to
Type an email address or phone number and read every consent decision on record for it, even if the customer record has gone.
For owner, manager, service advisor · checked against the product on 2026-11-06
Open CRM › Consent lookup and type the address or number a complaint is about, then press Look up. This reads the record and changes nothing. The record is kept against the mailbox and the digits, so it answers even when the customer record was merged away or deleted.
What the answer shows
- Decisions
- Every decision for that address or number, newest first: what changed, when, how, who recorded it and any note.
- Mailbox blocks
- For an address only: bounces, spam reports and unsubscribes. A block stops mail whatever consent says, and recording consent has never released one.
- On file today
- Who holds it now and their flag, with a link to the customer. If nobody does, the decisions above were made about a record that has since been merged or deleted.
Consent runs per number, so one number answers for itself and for no other line on the same account. Email consent runs per address and governs marketing only: an estimate, an invoice and a your-car-is-ready message are not marketing.
To grant or withdraw consent, go to the customer's own page, where the control names the number or address it acts on.