When to use this
Use this source card when a resident changes a phone number or email address, asks not to be texted, prefers portal-only updates, wants a caregiver copied, reports a wrong-number text, asks for maintenance updates by a different channel, or when an AI-assisted workflow is about to choose the contact method automatically.
Human-review rule: contact preference is not blanket consent. A property manager should verify the source record, opt-in/opt-out status, lease/policy language, emergency exceptions, privacy limits, and message type before using a channel or involving a third party.
Copy/paste contact-preference source card
| Field | What to verify | Example / options |
|---|---|---|
| Resident and unit | Resident name, unit, account/lease ID, and whether the requester is the resident of record or an approved staff member. | [Resident], [Unit], [CRM/lease ID] |
| Request type | Phone update, email update, text opt-in, text opt-out, portal-only preference, do-not-call, caregiver copy, wrong-number cleanup, language/accessibility preference. | Text opt-out + email-only updates |
| Source of request | Resident portal, signed form, email from address on file, in-office ID check, verified callback, SMS STOP message, CRM consent record, manager note. | Portal message from resident login |
| Allowed channels | Portal, email, phone call, SMS, certified/mail notice, emergency-only phone, maintenance-only text, no third-party contact, or manager-approved exception. | Email + portal; no SMS |
| Opt-out / consent status | Whether SMS/call/email consent is present, revoked, unknown, limited to one topic, or needs a fresh source record. | SMS opt-out recorded on [date] |
| Message type | Maintenance scheduling, rent/account, leasing, legal notice, emergency/safety, marketing/community update, package/access, survey/review request. | Maintenance scheduling only |
| Privacy / third-party limit | Whether any caregiver, roommate, owner, vendor, emergency contact, or relative can receive details and exactly what details are allowed. | No third-party disclosure without manager review |
| CRM labels | Labels that future staff or AI tools must see before replying. | contact_preference_updated, sms_opt_out, portal_only, manager_review_required |
Resident-safe reply snippets
- Preference update received: “Thanks — we received your contact-preference update. Our team will verify the record before using this channel for resident or maintenance updates.”
- Text opt-out acknowledged: “We have noted your SMS opt-out request. Future non-emergency updates should use [approved channel] once the record is verified.”
- Need verified channel: “To protect your account, please submit this contact change through [approved channel] or contact the office directly so we can verify the update before changing the record.”
- Third-party boundary: “We can note the preferred contact path, but lease, payment, account, complaint, or private maintenance details still require resident or manager-approved authorization.”
STOP AUTOMATION guardrails
- STOP AUTOMATION if a resident has opted out of SMS/calls or the consent status is unknown.
- STOP AUTOMATION if AI is about to choose a contact channel without reading the latest CRM consent/preference label.
- STOP AUTOMATION if the request could expose rent, lease, legal, medical, complaint, account, safety, or maintenance details to an unapproved third party.
- STOP AUTOMATION if the message mentions harassment, domestic conflict, accessibility/accommodation, law enforcement, welfare check, emergency access, or legal notice.
- STOP AUTOMATION if a vendor, owner, roommate, emergency contact, or caregiver asks to use a resident's phone/email for convenience without verified permission scope.
AI prompt for internal review
You are helping a property-management team review a resident contact-preference or opt-out update.
Use only the fields below. Do not invent consent, opt-in status, channel permission, third-party authority, urgency, lease terms, legal notice rules, account details, or emergency exceptions.
Resident/unit: [paste]
Request type: [paste]
Source/proof: [paste]
Allowed channels: [paste]
Opt-out/consent status: [paste]
Message type: [paste]
Privacy/third-party limits: [paste]
CRM labels/history: [paste]
Return:
1. Safe one-sentence resident acknowledgement.
2. Missing source or consent checks.
3. Allowed contact channel, if any.
4. STOP AUTOMATION triggers.
5. Manager/legal/privacy review notes.Use this inside a larger resident-response system
This checklist is a free companion resource from Horizon Flow. The paid Local Lead Rescue System expands this style of source-card workflow into missed-call, resident-message, maintenance, quote follow-up, and CRM handoff templates with human-review guardrails.
Start with the free missed-lead checklist or browse the Horizon Flow resource hub.