Understanding Contact Status in Salesforce MobileConnect

Managing contact statuses in Salesforce MobileConnect can be complex, but it's crucial for ensuring your mobile marketing campaigns are effective and compliant. In this article, I'll walk you through some key aspects of managing contact statuses, based on a recent discussion with Salesforce support.

Creating a Mobile List

You can create a contactable mobile filtered list by using the following filters:

• Status: Active
• Opt-In Status: Opted In
• Mobile Number: Not Null

Key Questions & Insights

1) Identifying Single Opt-In vs. Double Opt-In Contacts 

Unfortunately, the filtered list itself doesn't distinguish between single opt-in and double opt-in contacts. However, you can query the data view to find this information. The SMSSubscriptionLog data view logs changes to the opt-in status of a number. Here's how you can use it: 

OptInStatusID Values: 

• 1 = OptInPending: The number has initiated the double opt-in process but hasn't texted Y/Yes to complete it. 
• 2 = OptedIn: The contact has completed the opt-in process, either through double opt-in or single opt-in. 

By querying the SMSSubscriptionLog, you can identify contacts who have started and completed the double opt-in process. So any contacts who currently have optin status value of 2 and have had optin status of 1 in any time in the past are double opted-in. Any contacts who currently have optin status value of 2 but never had optin status value of 1 in the past are single opted-in contacts.

Tracking Contact Subscription Details 

To track how contacts ended up in your list when they subscribed, and what keywords they used, you can use the SMSSubscriptionLog and SMSMessageTracking data views. These logs provide context on how changes were made, including the OptInMethodID, OptOutMethodID, and Source Key.

Additional Insights 

Opt-In Status of 0 

An opt-in status of 0 means the contact is not opted in. This typically occurs when a contact is added to your MobileConnect channel but hasn't subscribed yet. 

Low Number of Contacts with Opt-In Status 1 

If you see a low number of contacts with an opt-in status of 1, it means these contacts have started but not completed the opt-in process. There is no automatic process to change this status to 0; the contact remains in this state until they complete the opt-in process or opt-in by other means. 

OptInStatusID Values for Deleting Contacts 1

• 10 = DeletingNotOptedIn 
• 11 = DeletingOptInPending 
• 12 = DeletingOptedIn 

These values indicate an opt-in/opt-out retention status after a contact has been deleted.

Filtering for Opted-In Mobile Contacts 

When building a list of opted-in mobile contacts, use both the OptedIn status and the Active status in MobileConnect Demographics to ensure your list is accurate. 

By understanding and utilizing these data views and statuses, you can better manage your mobile contacts and ensure your campaigns reach the right audience. If you have any further questions or need more detailed guidance, feel free to reach out!