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Managing Contacts in the Opt-In Queue

The Opt-in queue is a dedicated staging folder on your Contacts page that automatically organizes incoming contacts generated by your Opt-In API integration.

This centralized workspace allows your team to review, categorize, and route newly captured prospects to specific operational groups before initiating campaign outreach.

How the Queue Operates

  • Automated Ingestion: Any prospect who successfully receives the automated compliance SMS via the API is immediately placed in this queue. (Note: Landline numbers processed through the API flow are also captured here).

  • Auto-Clearing: The queue acts as a temporary holding area. Once you assign a contact to a group, the system automatically removes them from the queue to prevent duplicate processing.

  • Dynamic Visibility: To keep your interface clean, the Opt-in queue folder automatically hides itself when there are no pending contacts to review.

Managing Your Queued Contacts

While leads are in the queue, you can perform standard contact management actions to prep them for outreach:

  • Review: Open the 1:1 profile section to check contact details, messaging history, and internal notes.

  • Organize: Apply labels (individually or in bulk) or mark high-priority leads as favorites.

  • Filter & Find: Sort the list by newest, oldest, or favorite, and use the search bar to locate specific individuals.

  • Clean Up: Delete invalid or unqualified contacts (individually or in bulk).

  • Route: Assign contacts to existing campaign groups or create new ones.

Routing Contacts to a Campaign Group

Before a new lead can be targeted in a messaging campaign, they must be moved from the queue into a standard group.

  1. Navigate to Contacts > Opt-in queue.

  2. Select the checkbox next to one or more contacts.

  3. Click Move to group from the action menu.

  4. Select an existing group from the dropdown menu, or create a new one.

Result: The selected contacts are immediately transferred to the designated group and cleared from your queue, making them eligible for campaign sequencing.

Important System Rules

  • API Exclusive: You cannot manually add or upload contacts into the Opt-in queue. It is strictly reserved for inbound leads automatically generated through your API integration.

  • Campaign Restriction: Contacts sitting in the Opt-in queue cannot be added to active campaigns. They must be explicitly routed to a group first.

  • Suppression Logic: If a queued contact is added to any Do Not Contact (DNC) or suppression list, the system automatically removes them from the Opt-in queue to ensure compliance.

  • Data Retention: If you deactivate or delete your API integration, any leads currently sitting in the queue will safely remain there until you manually assign or delete them.

Troubleshooting Common Questions

  • I can't find the Opt-in queue folder: If the folder is not visible on your Contacts menu, it simply means your queue is currently empty. The folder will automatically reappear the moment a new lead is captured.

  • A specific contact is missing from the queue: Verify if the lead was already assigned to a group by another team member, or if they were automatically removed because they hit a suppression/DNC list.

  • No new contacts are arriving: If you know prospects are submitting your external forms but the queue remains empty, verify that your Opt-In API integration is still active and that your external form is successfully passing the three required fields (First Name, Last Name, and Phone Number).

Related Resources

The Smarter Contact Team