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  3. Action case

A holiday text that didn't go out

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Open Pinecrest

Pinecrest · Contact A.R. · Yesterday 10:00 AM

What the opt-out covers
What stopped, what still sends, and where Fynso's view ends
Prevented

Fynso · where it stands

A.R. replied STOP on Oct 20. When the holiday reminder was prepared, Fynso left A.R. out under Trailhead's opt-out policy.

What stopped

  • Marketing texts from all 8 Trailhead locations' numbers
  • Brand campaign texts Fynso sends for an owner
  • Pinecrest's booking system: do-not-contact flag set

What still sends

  • A confirmation for a tour A.R. books in the future

Where Fynso can't see

  • Pinecrest's own email newsletter tool isn't connected. Fynso can't see or stop it.

Approved by Sam Ortiz, with Trailhead's counsel, Wed, Sep 2

Not in this case
Listed so the case never looks more complete than it is
  • Nothing Fynso recorded for this case is missing.
  • What staff do directly in the booking system, outside Fynso, isn't visible to Fynso.
What happened
Eight questions, each answered from a record rather than from what the agent said
  1. What triggered it?
    Holiday offer reminderPinecrest's reminder list, prepared Oct 27Tue, Oct 27, 10:00 AM
  2. Who acted?
    Campaign assistantPreparing the list for Ben Carter's approval
  3. Why was it allowed?
    Not allowedTrailhead's opt-out policy: a STOP ends marketing texts from every Trailhead locationOpt-out policy v1
  4. What did it know?
    STOP on Oct 20 at 7:02 PMRecorded from Pinecrest's text number
  5. What did it propose?
    Leave A.R. off the listThe reminder goes to the remaining contacts
  6. What happened?
    Not sentNo text to A.R. from any Trailhead number since Oct 20
  7. What changed?
    Nothing newThe booking system's do-not-contact flag was already set on Oct 20 at 7:03 PM
  8. What happened next?
    Nothing neededSee what the opt-out covers and where Fynso can't see