WhatsApp opt-in and opt-out
Why opt-in matters
Meta's WhatsApp Business policy requires that a customer agrees to receive messages from you before you send them template messages outside a conversation they started. Sending without opt-in risks complaints, a lower quality rating and limits on your number. Check Meta's current policy and the rules in the countries you message.
When a customer messages your number first, you can reply freely within the 24-hour customer service window. Outside that window, you need an approved template and the customer's opt-in.
What AskVault does and does not do
| Handled by AskVault | Your responsibility |
|---|---|
| Recognising opt-out and opt-in keywords | Collecting opt-in before you message first |
| Blocking outbound messages to opted-out numbers | Keeping proof of opt-in (wording, date, source) |
| Sending the opt-out confirmation | Meeting the rules in each country you message |
AskVault does not have a consent store, consent export or consent webhooks.
Collecting opt-in
Common ways to collect opt-in, all on your side:
- A checkbox on your checkout or signup form with clear wording, for example "Send me order updates on WhatsApp."
- A click-to-WhatsApp button where the customer starts the conversation.
- Asking in chat. You can tell the agent in your system prompt to ask before promising WhatsApp updates, but the answer is not stored as a consent record.
Store the wording the customer saw, the date and where it happened.
Opt-out handling
When a customer wants out:
- STOP, UNSUBSCRIBE, STOPALL, OPTOUT, OPT-OUT (case-insensitive) always trigger auto-opt-out, including when they lead a longer message: "Stop please" and "Unsubscribe me" both count.
- CANCEL, QUIT, END, REVOKE also trigger auto-opt-out, but only when the keyword is the whole message. These are ordinary words a customer uses about an order, so "Cancel my order 1234", "End my trial" and "Quit sending me these" are treated as questions for your agent, not as unsubscribes, and reach you normally. A message of just "Cancel" still opts the customer out.
- Opting out never deletes conversation history. The number stops receiving outbound messages; your record of the conversation stays intact.
- A confirmation reply tells the customer they are unsubscribed and can reply START to opt back in.
- All future outbound to that phone blocked.
- Inbound messages are dropped, not delivered to you. If an opted-out contact messages you again, AskVault does not surface it: it never reaches your inbox or conversation history, and you are not notified. AskVault does not reply either: messaging a contact who has opted out would violate WhatsApp's opt-out policy. The only way to reach that customer again is for them to opt back in (see below).
This handling is always on.
Opting back in
An opted-out customer can opt back in by sending START, UNSTOP, YES, OPTIN or OPT-IN as the whole message, in any letter case. "SUBSCRIBE" is not recognised. After opting back in, outbound messages to the number are allowed again.
Limits
- No opt-in records. AskVault stores opt-outs only.
- Fixed keywords. The keyword lists above cannot be changed.
- No consent webhooks or export.
Common pitfalls
Messaging customers who never opted in. AskVault cannot tell who opted in, so it will send if you ask it to. Keep your list clean before you send templates.
A customer's "Cancel" was taken as an opt-out. Only a message that is exactly "Cancel" opts out; "Cancel my order" reaches your agent. If the whole message was "Cancel", ask the customer to reply START.
FAQ
Does AskVault keep consent records?
No. Keep proof of opt-in in your own systems.
Can I see who has opted out?
Opted-out numbers are blocked automatically. Contact support if you need a list.
Does opting out delete the conversation?
No. History is kept; only outbound messages stop.