Consent should match the workflow
Customers should know why the team is sending a text or opening a camera session, what the link is for, and how that interaction supports the active service case.
Resource
How field-service teams should handle customer media and consent.
Remote diagnostics workflows depend on customer trust. The process should make consent clear, keep support texting transactional, and preserve only the records the business actually needs.
Ask clearlyMake the purpose of the text or camera session obvious to the customer.
Keep texts transactionalUse the channel for active support, not unrelated marketing.
Document the workflowRetain the consent and service record details needed for support and compliance.
Keep support texting narrow
When the channel is meant for active support, the message history and opt-out process should reflect that limited transactional purpose.
Retain the right records
Document the support interaction, the resulting notes, and the operational details needed for follow-up, billing, or dispute review without turning the process into a mess of disconnected tools.
Related pages
See SMS consent policy, privacy policy, and customer camera link.