Managing Opt-ins, Opt-outs and Preferences

Effective opt-in methods

In order to send a WhatsApp user a template message, you must first receive opt-in permission confirming that they wish to receive future messages from you on WhatsApp.

The opt-in must (a) clearly state that the person is opting in to receive messages from you over WhatsApp and (b) clearly state your business's name.

You are solely responsible for determining the method of opt-in, that you have obtained opt-in in a manner that complies with laws applicable to your communications, and that you have otherwise provided notices and obtained permissions that are required under applicable law.

Website integrations:

- Modal pop-ups: Targeted based on behavior or pages visited

- Embedded forms: Integrated into checkout, registration, or account processes

- Chat widgets: Direct conversation starters with opt-in option

- User account settings: Preference centers with channel selection

Example: "I would like to receive order updates and delivery notifications via WhatsApp from [Business Name]."

SMS (text messaging)/Email invitations

- Transitional messages: Invitations to switch from existing channels

- Enhanced service offers: Highlighting WhatsApp benefits

- Click-to-opt-in links: Direct WhatsApp conversation starters

- QR codes: Visual opt-in options embedded in digital communications

Example SMS: "Get faster service from [Business Name]! Reply YES to receive updates via WhatsApp instead of SMS."

QR codes

- Point-of-sale displays: QR codes at checkout counters

- Product packaging: Direct connection from physical products

- Print materials: Brochures, catalogs, direct mail

- Event displays: Conference booths, promotional events

- Receipts: Post-purchase opt-in opportunities

Example QR display text: "Scan to track your order via WhatsApp."

In-app prompts

- Post-transaction screens: Offers to receive confirmations and updates

- Preference settings: Channel selection within apps

- Engagement moments: Prompts at key customer journey points

- Value-added service offers: Premium support or faster service via WhatsApp

Example in-app text: "Enable WhatsApp notifications for instant delivery updates."

- In-store signage: Visible opt-in prompts at relevant locations

- Service desks: Staff-assisted opt-in during customer interactions

- Billing statements: QR codes or instructions on physical bills

- Loyalty program materials: Channel preference options

Example signage: "Skip the line! Scan to manage your appointments via WhatsApp."

Managing opt-outs and preferences

To maintain compliance and customer satisfaction:

Provide multiple opt-out methods:

- Reply with "STOP" or similar keywords

- Click the unsubscribe buttons in messages

- Update preferences in account settings

- Contact customer service

Implement immediate opt-out processing:

- Confirm opt-outs promptly

- Cease all messages immediately

- Update databases across all systems

- Provide resubscription options only if appropriate

Support preference management:

- Allow selection of specific message types

- Enable frequency controls when applicable

- Provide channel switching options

- Offer temporary pause capabilities