Everything worth knowing, nothing that isn't.
What must a WhatsApp opt-in say?
Two things, according to Meta's opt-in requirements: that the person is opting in to receive messages from the business, and the name of the business they will hear from. Good practice adds which kinds of messages they will get — order updates, appointment reminders, offers — and keeps a record of when and where each opt-in was given. Many privacy laws, including GDPR, do not accept a pre-ticked box or consent buried in terms and conditions.
Where can a business collect WhatsApp opt-in?
On any channel that fits the customer journey: a website or checkout form, a mobile app, an SMS keyword, an IVR call, a paper or in-store form, or a WhatsApp conversation the customer started. Meta leaves the method to the business as long as the opt-in meets its requirements and local law. A customer who messages you opens a 24-hour customer service window for your replies, but that is not the same as permission to send marketing templates later — ask for it explicitly.
Do WhatsApp marketing messages need a separate opt-in?
Meta accepts one opt-in that covers several kinds of message, or separate opt-ins for each. Marketing consent is regulated more strictly than service messages in most markets, so many businesses collect it separately and let a customer keep order updates while refusing promotions. WhatsApp users can also stop marketing messages from a business inside the app, and WhatsApp limits how many marketing templates one person receives, so an opted-in customer may not get every campaign.
How should a business handle WhatsApp opt-outs?
Tell people how to opt out — for example by replying STOP or tapping a button in the message — honour the request, and keep the number on a suppression list so it is not re-imported from another system. Watch the quality rating of your phone number: blocks and reports from people who did not expect your messages lower it, and a low rating can restrict how many customers you can reach. BroadNet helps customers set up opt-out keywords and suppression during onboarding.