When a lead has been opted out using the Opt Out feature, if the customer messages us back, in order to send them a reply, we must opt them back in manually. NOTE: This can only be done by an Admin.
To do that, find the customer in the conversations queue and click the Status bubble next to their name. This bubble should be Grey and say “Dead”
The Status modal will pop up. Change the lead status from “Dead” to “Hot” and click save.
This will turn the Opt In icon at the top left of the chat from red back to green. If it does not, change them back to dead, save, then change back to hot.