# Communication-consent checklist | 121 CRM > Check permission and channel before customer contact. Use this practical, editable-on-page structure with instructions, a fictional example and clear review limits. Check permission and channel before customer contact. This template provides a compact working structure, prompts for the information that matters and shows how Harbour Learning might complete it. It is guidance, not proof of legal, commercial or operational sufficiency. ## Communication-consent checklist at a glance Fictional completed example for Harbour Learning, an independent training provider. ## Capabilities explained ### Messaging and calling compliance Requires number verification, applicable registrations, consent, sender identity and opt-out handling for each channel and region. **How it works:** Handles an eligible customer interaction through a configured inbox, number or connected channel. **Why a business would use it:** Makes channel setup a governed operational task rather than just a technical connection. **Limitations:** Delivery, message types, geographic coverage, approval and charges vary by channel and provider. **Human responsibility:** A person must own sensitive conversations, failed delivery and any situation outside the approved script. ### Contacts Stores a person or lead with contact details, activity, ownership and related records. **How it works:** Stores or organises supported business data under configured fields, permissions and record rules. **Why a business would use it:** Gives a team one place to understand who a customer is and what has happened. **Limitations:** The platform does not make imported, duplicated or incomplete data accurate without review. **Human responsibility:** A data owner must define the record model and resolve quality, ownership and access exceptions. ### Conditions and branches Routes a record through different configured steps when relevant data or events differ. **How it works:** Runs an ordered sequence only after its configured trigger and conditions are met. **Why a business would use it:** Lets one process handle common variations without pretending every customer is the same. **Limitations:** Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service. **Human responsibility:** A process owner must approve, test, monitor and pause or correct faulty automation. ### Conversations inbox Brings supported connected message threads into a shared operational inbox. **How it works:** Handles an eligible customer interaction through a configured inbox, number or connected channel. **Why a business would use it:** Helps a team see the customer history and coordinate replies from one working view. **Limitations:** Delivery, message types, geographic coverage, approval and charges vary by channel and provider. **Human responsibility:** A person must own sensitive conversations, failed delivery and any situation outside the approved script. ## Complete the communication-consent checklist in a short working session Bring the people who understand the source work and the people who will own the result. Complete the first version with evidence to hand, then test it rather than polishing it in isolation. ### Set a narrow scope Name the process, team, data population and decision covered by this communication-consent checklist. Create another record when the owner, purpose or risk is materially different. ### Use observable wording Write facts, rules and expected results that another person can inspect. Replace words such as “quick”, “complete” or “automatic” with a time, population, event or named responsibility. ### Record uncertainty Mark missing evidence and unresolved decisions openly. Do not turn an unknown entitlement, data condition or approval into a positive answer simply to complete the sheet. ## The four parts of this communication-consent checklist The prompts are deliberately small. Add a field only when it changes configuration, testing, ownership or a later decision. ### 1. Purpose and audience Describe purpose and audience for the exact scope being reviewed. Include the source of the information, the person responsible for keeping it current and the evidence that would show the entry is wrong or incomplete. ### 2. Channel and evidence Describe channel and evidence for the exact scope being reviewed. Include the source of the information, the person responsible for keeping it current and the evidence that would show the entry is wrong or incomplete. ### 3. Opt-out handling Describe opt-out handling for the exact scope being reviewed. Include the source of the information, the person responsible for keeping it current and the evidence that would show the entry is wrong or incomplete. ### 4. Owner and review Describe owner and review for the exact scope being reviewed. Include the source of the information, the person responsible for keeping it current and the evidence that would show the entry is wrong or incomplete. ## A completed extract for Harbour Learning Harbour Learning uses the template for one bounded CRM change. The example is intentionally modest: it shows the quality of a useful entry without suggesting a universal answer. ### Purpose and audience The team wants one agreed record and owner for website enquiries received during working hours. Success means each valid enquiry has a source, owner and dated next action. ### Channel and evidence Amina owns the working definition; Sam covers absence. The office team can edit the record, while managers can review exceptions and results. ### Opt-out handling The team tests five ordinary examples plus a duplicate, an opt-out, missing information and an unassigned record. Every mismatch is logged for correction. ### Owner and review A person reviews the result after two weeks. Activation or wider use proceeds only if the sample reconciles and staff can handle exceptions without a private workaround. ## Treat the template as a decision record, not a certificate A completed worksheet helps people inspect their reasoning. It does not itself establish compliance, product availability or a successful implementation. ### Check the evidence Ask whether every important statement has an identifiable source and whether that source covers the current scope. Recheck vendor capability and account configuration separately. ### Test the handover Give the record to someone who did not write it. If they cannot explain the owner, rule, exception and next action, revise the wording before relying on it. ### Set a review trigger Review after a failed test, material process change, supplier change, new channel, altered responsibility or evidence that staff are bypassing the agreed method. ## Frequently asked questions ### Can we use this communication-consent checklist without changing it? Use the structure as a starting point, but adapt the scope, fields, evidence and approvals to the real process. Delete prompts that do not affect a decision and add only those you can maintain. ### Is the communication-consent checklist a legal or compliance template? No. It is an operational planning aid. Obtain appropriate professional advice where the work involves legal, regulatory, contractual, clinical or other specialist obligations. ### Does completing the communication-consent checklist confirm a 121 CRM entitlement? No. Product features and account availability must be checked against the live configuration and agreed commercial scope before implementation. ### Who should approve the completed communication-consent checklist? The person accountable for the affected process should review it with the people responsible for data, configuration, customer communication and exception handling. ## Related CRM pages - [/crm/guides](https://121.direct/crm/guides) - [/crm/guides/crm-implementation-checklist](https://121.direct/crm/guides/crm-implementation-checklist) - [/crm/templates/review-response](https://121.direct/crm/templates/review-response) This Markdown alternative contains public product information only. It provides no access to CRM accounts, records, credentials or payment execution.