This guide explains how contact records are categorised within your CRM system, including what each Contact Type and Opt-in Status means. Understanding these terms ensures proper compliance, segmentation, and communication with your contacts.
Contact Types #
Contacts in the CRM can be assigned a type that reflects their relationship with your organisation. This helps in segmenting your database for reporting, automation, and targeting communications.
| Contact Type | Description |
|---|---|
| Lead | A potential member or customer who has shown interest but has not yet converted. Often comes through event registrations, newsletter sign-ups, or form submissions. |
| Prospect | A contact who has engaged further and may be in the process of becoming a member or customer. |
| Customer | A contact who has made a purchase, enrolled in a program, or signed up for a membership. |
| Member | A current financial member with active benefits and access. |
| Lapsed Member | A former member whose membership has expired. |
| Donor | A contact who has contributed financially but is not necessarily a member. |
| Partner | An organisation or individual who collaborates with you in a non-customer capacity. |
| Other | A catch-all type for contacts who do not fit the standard categories. |
Opt-in Status #
Opt-in status tracks whether a contact has given permission to be contacted via email or SMS. It is essential to understand and respect opt-in status to remain compliant with privacy and anti-spam regulations.
| Opt-in Status | Definition | What You Can Do |
|---|---|---|
| Unconfirmed | The contact submitted a form but has not yet confirmed their subscription (e.g., didn’t click the confirmation email link). | Can send marketing communications. In Australia, websites are not legally required to implement an email confirmation system. |
| Confirmed | The contact explicitly confirmed their interest in receiving emails or SMS (e.g., double opt-in completed). | You can send marketing, newsletters, and promotional emails. |
| Unsubscribed | The contact has opted out of communications. | You must not send any marketing or newsletter content. Only allowed transactional emails (e.g., receipts, login info). |
| Spam | The contact marked previous emails as spam, or the system flagged their email due to complaints. | Must not be contacted. Remove or suppress from all future sends. |
| Bounced | Emails sent to the contact have failed repeatedly (hard bounce). | Must be reviewed. Likely the email address is invalid. Do not send emails. |
| Complained | The contact reported a message as spam to their email provider. | Must be suppressed. Do not send further communications. |
Best Practice #
- Always capture consent using clearly worded opt-in checkboxes or forms.
- Use double opt-in for important subscriber lists to ensure permission is confirmed.
- Regularly clean your database to remove bounced or unengaged contacts.
- Tag contacts appropriately to track activity, interest areas, and consent.
How to View or Change Contact Type or Opt-in Status #
In your CRM:
- Go to the contact’s profile.
- Use the Edit or Actions dropdown to assign a contact type or update tags.
- Opt-in status is typically updated based on the contact’s actions. Manual overrides should only be done with explicit consent.
Need Help? #
If you’re unsure about how to manage contact types or opt-in statuses, please check your internal policies or reach out to your CRM administrator.
