Add context about what CM was designed for

src/privacy/consent-management/consent-faq.md

@@ -17,7 +17,15 @@ All event streams destinations, with the exception of AWS S3 and Engage destinat
 
 You can use the [Destination Actions framework](/docs/connections/destinations/actions/) to share the current status of your end-users' consent with your Actions destinations. 
 
-For more information, see the [Sharing consent with Actions destinations](/docs/privacy/consent-management/consent-in-unify/#sharing-consent-with-actions-destinations) documentation. 
+For more information, see the [Sharing consent with Actions destinations](/docs/privacy/consent-management/consent-in-unify/#sharing-consent-with-actions-destinations) documentation.
+
+## Why shouldn't I use Consent Management for managing communication preferences? 
+
+Segment designed Consent Management for cookie and data collection consent use cases, not communication preferences. Segment doesn't recommend using Consent Management for managing communication preferences, as multiple data use categories attached to one destination can block legitimate communication to your users and might limit your ability to handle user communication preferences at a more granular level.
+
+For example, if you create 3 separate consent categories for "Product Newsletter," "News Updates," and "Promotional Emails" and all of these are sent through the same destination (like SendGrid,) then Consent Management only forwards data to SendGrid if the user has **opted-in to all 3 categories**. This behavior can block legitimate communication the user might have opted into, making it less flexible for nuanced email preference enforcement. 
+
+For managing communication preferences, Segment recommends using [custom traits](/docs/unify/Traits/custom-traits/) and then acting on these traits in [Twilio Engage](/docs/engage/) or a third-party tool.
 
 ## Why is my event failing ingestion with the error "context.consent.categoryPreferences object is required"?
 

src/privacy/consent-management/index.md

@@ -1,9 +1,15 @@
 ---
 title: Consent Management Overview
 plan: consent-management
+hide-toc: true
 ---
 
-When an end user visits your web or mobile app, they set **consent preferences**, or make decisions about the types of data they want you to collect, use, and share. These consent preferences are typically presented as a set list of categories that describe how your company intends to use that data. Some common categories include personalization, advertising, and site performance.
+When an end user visits your web or mobile app, they set **consent preferences**, or make decisions about the types of data they want you to collect, use, and share. These consent preferences are typically presented as a set list of categories that describe how your company intends to use that data. Some common categories include personalization, advertising, and site performance. 
+
+> info "Segment recommends using Consent Management to enforce end-user preferences related to cookies and data collection consent"
+> Segment doesn't recommend using Consent Management for managing communication opt-ins and opt-outs, as using it for this purpose might limit your ability to handle user preferences at a more granular level. For more information, see [Why shouldn’t I use Consent Management for managing communication preferences?](/docs/privacy/consent-management/consent-faq/#why-shouldnt-i-use-consent-management-for-managing-communication-preferences).
+>
+> To manage your end users' communication preferences, Segment recommends using [custom traits](/docs/unify/Traits/custom-traits/) and then acting on these traits in [Twilio Engage](/docs/engage/) or a third-party tool.
 
 Segment integrates with your commercial third-party or bespoke consent management platform (CMP) that captures an end user's consent preferences and enforces those preferences by only routing events to the categories consented to by an end user.
 
@@ -18,4 +24,4 @@ The events, stamped with the consent object, are then sent downstream to any des
 
 For more information about consent in Segment Connections, see the [Consent in Segment Connections](/docs/privacy/consent-management/consent-in-segment-connections) documentation. 
 
-If you are a Unify user, you can also see the [Consent in Unify](/docs/privacy/consent-management/consent-in-unify) for more information about the Segment Consent Preference Updated event, which Segment uses to add consent preference to the Profile.
+If you are a Unify user, you can also see the [Consent in Unify](/docs/privacy/consent-management/consent-in-unify) for more information about the Segment Consent Preference Updated event, which Segment uses to add consent preference to the Profile.