SMS opt-in and deliverability

Two separate questions decide whether a customer gets your text: did they agree to receive it, and can their number receive it at all.

Opt-in is consent

SMS Opt-In is the customer's permission. Opted In means you may text them; Opted Out means you may not, and campaigns on Text campaigns leave them out. Campaigns also leave out an Opted In customer with no record of who agreed (below). BudLogix records the date each time the status changes and shows it on the customer drawer on Customers as "Opted in:" and "Opted out:".

The status comes from five places: your own actions (the SMS Opt-In box when creating or editing a customer, Update SMS opt-in on a selection), an SMS Opt In column in an import, the text preference the store set in Dutchie (brought by the customer sync), and the customer (on the Leafbuyer text route, replying STOP opts them out and START opts them back in; a number the carrier reports as stopped is opted out too). A customer's own STOP outranks Dutchie: the sync never opts them back in. Customers synced from Dutchie with no preference there start as Opted Out.

An import with no opt-in column marks its new rows Opted In, but that is not recorded as consent, so review requests are not texted to them. From January to September 2026 every new customer was opted in by default; those customers show Opted In and are not sent review request texts or promo campaigns until Dutchie reports a preference, they text START, or you set them with Update SMS opt-in (Opted in). See How a review request travels.

Deliverability is what the phone can do

A number can be opted in and still never get a message: it may be a landline, disconnected, or blocked by the carrier. BudLogix learns this in two ways.

• Delivery reports. After each text is sent, the delivery result is recorded against the customer. A number that keeps failing is remembered as undeliverable, a landline, invalid or blocked, and campaigns skip it from then on. A number nothing has been sent to yet is unknown, and unknown numbers are still tried. The import result message sums these up: "deliverable", "undeliverable", "landline", "invalid", "blocked" and "unknown (will learn from SMS sends)".
• Phone verification. Verify Phone Numbers on Find & Merge Duplicate Customers asks a lookup service about a number before anything is sent. The answer is saved on the customer and shown as Mobile, Landline, Invalid, Unknown or Error, with the carrier, and on Customer details as SMS Capable or No SMS next to each phone.

Which phone is used

A customer can have several numbers. The one marked Primary is the one campaigns use; the rest are Secondary. When merging duplicates, ticking Preserve all phone numbers keeps the other records' numbers as secondary phones so nothing is lost.

Where you see this

• Customers - Not reachable by text on a row, and the Reachable by text filter.
• the customer drawer on Customers - opt-in dates and per-phone badges.
• Find & Merge Duplicate Customers - phone verification.