Three types of messaging
In Endear, there are three types of messaging:
Bulk marketing messaging:
This type of messaging is being sent to many recipients & is not explicitly triggered by an action the recipient has previously taken. For example, sending a message to customers to come visit the store if they have not visited in more than 120 days would be bulk marketing messaging.
Bulk transactional messaging:
This type of messaging is being sent to many recipients & is explicitly triggered by an action the recipient has previously taken. For example, sending a thank you note 14 days after a customer purchased in store would be bulk transactional messaging.
Conversational messaging:
This type of messaging is being sent to 1 or a very small group of recipients & is explicitly sent by a human using Endear. The purpose of this messaging should be to begin or continue a conversation with a customer. This type of messaging is akin to opening your own Gmail/Outlook and sending a customer a message.
How does Endear honor consent for each messaging type?
Bulk marketing messaging:
When sending bulk marketing via campaigns in Endear, we require that only recipients that have explicitly opted in to receive marketing can be sent this type of messaging. In addition, if the recipient has opted out of marketing, we require that you exclude them from your messaging. We support importing/exporting consent from external integrations including Klaviyo, Attentive, Iterable, custom API etc.
Bulk transactional messaging:
We do not require that the customer has opted in to receive marketing in order to send transactional messaging; however, we do recommend that you exclude customers that may have opted out of marketing. We do recommend sending any transactional messaging within 90 days of the action occurring.
Conversational messaging:
We do not require that the customer has opted in to receive marketing in order to send conversational messaging; however, we will not allow sending messages to recipients who have unsubscribed from Endear messaging. Since this type of messaging should only be used for primarily 1-1, conversational messaging, we do not require explicit consent.