How Donor Opt Outs are Handled in V2

What Happens When a Donor Opts Out of VEO Communications?

The Virtual Engagement Officer (VEO) is designed to respect donor communication preferences immediately and automatically. This article explains what happens when a donor opts out of VEO communications and what actions your team should take.

Opting Out of All VEO Communications

If a donor replies to the VEO requesting to opt out of all VEO communications (not just a specific channel):

The donor is immediately removed from future VEO outreach
The opt-out is captured and included in the Data Return File
The donor may receive an acknowledgement message from the VEO, depending on the context in which the opt-out was received
The donor will automatically be inactivated in the Version2 system

Best Practice for Full Opt-Outs

Once a donor fully opts out of VEO communications:

Unassign the donor from the VEO portfolio in your CRM

This helps keep your CRM and Version2 in sync. However, even if the donor remains in the VEO portfolio file, the opt out/inactivation will prevent any future outreach from occurring.

When a Donor Opts Out Through Your Organization

If a donor informs your organization directly that they want to opt out of all VEO communications (rather than replying to the VEO):

Email version2support@givzey.com, or
Submit a Portfolio Management File via SFTP including the donor’s CRM ID

The Version2 team will inactivate the donor in the system. You should also unassign the donor from the VEO portfolio in your CRM.

Opting Out of a Single Channel

If a donor opts out of only one communication channel:

Text message or
Email

The VEO will:

Immediately stop contacting the donor via the opted-out channel
Automatically switch to the remaining available channel

Channel-specific opt-out information is recorded and shared with your organization in the Data Return File.

Why This Matters

This opt-out process ensures:

Immediate compliance with donor preferences
Accurate reporting back to your team
A respectful and consistent donor experience

If you have questions about opt-outs, data reporting, or portfolio management, please contact version2support@givzey.com.