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Consent across your customer base

How to see every customer's consent state at once, chase unanswered requests, and export your consent records.

The Compliance tab in Settings shows consent for your whole business. Only admins can open it or download the export.

See where your customers stand

To see consent across all customers:

  1. Choose Settings in the left rail, then the Compliance tab.

Under SMS consent compliance you see five counts: Approved, Pending, Prefers email, Not requested and Revoked. Every client is counted, including clients with no phone number, who count as Not requested.

Below the counts, Pending > 7 days lists the clients whose request has gone unanswered for more than seven days, oldest first. For each one it shows the Client, Phone (last 4) and when the request was sent under Requested. Hover over the time to see the exact date and time.

To update the counts:

  1. Choose Refresh.

If the list is empty. It reads No clients pending past the threshold. Nobody has been waiting more than seven days.

Chase one unanswered request

To resend or cancel a single request:

  1. On the Compliance tab, find the client under Pending > 7 days.
  2. Choose Resend to email them a fresh request, or Cancel to withdraw it.

Resend needs an email address on the client's file. Cancel changes the client to Revoked, the same as Cancel pending on their file.

Chase everyone who has not answered

To resend every request pending more than seven days:

  1. On the Compliance tab, choose Resend all pending > 7 days.
  2. Confirm bulk resend shows how many clients will get a fresh email request, and how many will be skipped.
  3. Choose Send followed by the number of clients, for example Send 12. To back out, choose Cancel.

Lupa confirms with, for example, Bulk resend: 12 sent.

Only clients listed under Pending > 7 days are included. Approved, Prefers email and Revoked clients are never chased. A client with no email address on file is skipped. When anyone is skipped, the dialog gives the number and reads will be skipped (24h cooldown or missing email). Everyone on the list was last asked more than seven days ago, so a skipped client is missing an email address. Add it on their file and resend.

If Resend all pending > 7 days is greyed out. Nobody has been pending for more than seven days.

Download your consent records as a spreadsheet for a carrier, an auditor or a lawyer.

To export consent records:

  1. On the Compliance tab, choose Export consent records (CSV).

The file lupa-consent-records.csv downloads. It has one row per client, with these columns:

Column Contents
customer_id The last eight characters of the client's Lupa ID.
phone_last4 The last four digits of their phone number.
status approved, pending, prefers_email, unrequested or revoked.
requested_at When the latest request was sent.
responded_at When the client answered or opted out, or when an admin approved or revoked consent.
response_payload How the answer was recorded, for example the email-link approval with the IP address it came from.
latest_event_type The most recent entry in the client's consent history.
latest_event_at When that entry was recorded.

The export has no names, email addresses or full phone numbers. To match a row to a client, use the phone number's last four digits. For a client's full history, open their file and expand Consent history. See Getting customer consent.