previous icon Back to blog
Jan 02, 2023
6 minutes read

What Is a WhatsApp Opt-in and Why Do I Need It?

WhatsApp has a number of policies in place to help them improve the overall customer experience and build a more positive relationship between consumers and online businesses. One such policy specifies that, before sending any messages to your customer through WhatsApp Business, businesses must first receive consent to do so.

This process, known as an opt-in, is designed to ensure that users have control over the messages they receive on WhatsApp and to prevent businesses from sending unsolicited messages or spam. Users must always have the ability to opt-out or unsubscribe from receiving messages from a business at any time, should they no longer wish to receive communications.

What Is the WhatsApp Opt-in Policy?

Before we get into the details, it’s worth noting that WhatsApp's policies and guidelines can and almost certainly will evolve over time; so it's always a good idea to refer to the official WhatsApp Business documentation or contact WhatsApp directly for the latest information regarding opt-in requirements.

whatsapp optin pages

A WhatsApp Opt-in is basically a permission request that a business sends to a consumer to be able to send them (promotional) messages via WhatsApp. As we'll see shortly, there are several third-party channels through which businesses can obtain customers’ consent. However, it's important to note that before doing so, the following requirements must be met:

  • The business has to state clearly that a person choosing to opt-in will receive messages from them through WhatsApp

  • The name of the business that a person is opting in to receive messages from must be clearly stated

  • Businesses must be prepared to comply with applicable law in all cases when required to do so

Simply put, you must get a clear opt-in, but where you get this opt-in is essentially up to you provided that the above points are sufficiently observed.

Do you want to start testing and developing your WhatsApp Business solution and flow without waiting for your WhatsApp Business Account to be approved? This is now possible with our WhatsApp sandbox testing environment.

Which Channels Can I Use to Get WhatsApp Business Opt-ins?

This is where businesses can start to get creative. Below is a list of just some of the many channels that you can make use of to obtain active opt-ins from your customers:

  • The company's website, where the customer is directed through a pop-up ad or through direct access

  • An opt-in email or SMS, where companies ask current subscribers through an opt-in message if they would like to receive messages via WhatsApp

  • A mobile landing page alongside your SMS campaigns, where customers give their consent by providing their phone number on the landing page and clicking a checkbox

  • QR codes on packaging, posters, or physical product catalogs that put customers through to a chat

  • A WhatsApp thread, where companies can ask customers to opt in during an active conversation

  • In-person, where the customer opts in by signing a document in the company's physical store or during delivery, etc.

  • Via the use of social media ads where users can swipe up or click on a story and be sent to WhatsApp directly

Are there any requirements for gaining consent through third party requirements?

To make designing your company’s opt-in process a bit clearer, below are the Third-Party Requirements as stated by WhatsApp itself.

  • The opt-in must have a visual element (check box or similar) next to the WhatsApp name + logo.

  • The user should be able to enter or edit the phone number used for opt-in, meaning he has control over what number is used.

  • Also, it must be explained clearly what information will be received and that this will be shared via WhatsApp.

A customer sending a message to a company does not, in and of itself, provide the latter with an opt-in. If a customer sends you a message, you may send them replies for the duration of the 24-hour customer care window. However, in order to send business-initiated messages to customers outside of the window, a prior opt-in is required.

whatsapp optin

Best Practices for Obtaining WhatsApp Opt-ins

As mentioned previously, WhatsApp already has a number of features in place which serve to ensure compliance with privacy regulations and generally build a more positive relationship between customers and online businesses. However, it’s always important to think about the customer experience that you are offering users and the best practices that should be observed at all times. Here are some of the points that you ought to have in mind when it comes to obtaining opt-ins for WhatsApp Business:

Keep things relevant

Businesses should clearly communicate the value and benefits users can expect when they opt in to receive messages from your business. You can offer them exclusive content, promotions, access to customer support, reservation updates, policy updates, appointment reminders, and anything else that you believe will be relevant to them.

Avoid spamming customers

WhatsApp Messaging Limits already define the maximum number of unprompted messages that can be initiated by a particular phone number in a period of 24-hours. However, if customers feel that your messages are repetitive or annoying, they can still report you for spam or choose to opt out from receiving messages.

Keep on top of your quality rating

The quality rating of your message templates is calculated through usage, customer feedback, and user signals. WhatsApp can temporarily block message templates that have been given a poor rating by customers, which can ultimately have a negative impact on your marketing operations. To stop this from happening, make sure your message templates are of the highest possible quality and relevance to your customers.

Transparency is key

Clearly communicate to users how their data will be used and protected. You should explain the types of messages that will be sent, how often they can expect to receive them, and reassure customers that their data will be handled safely and responsibly. Businesses should also include clear instructions on how users can control their preferences or can opt out of receiving messages at any given time. This kind of transparency allows for increased trust and confidence in your business on the part of the customer.

Get Started With WhatsApp Business Platform

Here at CM.com, we make it easy and straightforward for brands to get started with using WhatsApp Business Platform to help drive their marketing operations. As the world's leading messaging channel, WhatsApp offers a wide range of features and a global reach; making it an invaluable addition to any communication strategy.

Keen to get started? Get in touch with us today to learn more about how CM.com can help you transform a simple WhatsApp message into a rich channel of communication between you and your customers.

Want to learn more about the possibilities of WhatsApp Business Platform?

Was this article interesting?
Share it!
Christel Brouwers
Copywriter at CM.com. Passionate about language and getting CM.com’s message out there. Shares content about CPaaS, Payments and more.

Latest Articles

whatsapp-business-blog_image-deals-offers
Sep 11, 2024 • WhatsApp

Increase Conversion With Promotional Messages on WhatsApp

In an age of mass marketing, as well as constant TV, internet and email advertising, it’s safe to say that peak sales periods like Black Friday and the Holiday Season can be something of an overwhelming experience for consumers around the world. Feeling overwhelmed by irrelevant information from companies that doesn't match their personal needs and desires, it's no surprise people might want to switch off their phones, radios, and televisions, tuning out all forms of marketing until the sales peak season is over. As an eCommerce player, you should always be looking to avoid this by diversifying and personalizing your marketing strategy in a way that suits your customers needs and sensibilities.

WhatsApp RCS
Jul 22, 2024 • RCS

RCS vs WhatsApp: Which is Best for Your Business?

RCS Business Messaging and WhatsApp Business Messaging are both notable channels for businesses that strive for a personal and conversational approach to customer communication. But what features do both channels have? What sets them apart? And more importantly - which channel is most suitable for your business? Let's find out!

WhatsApp Pay
Jun 05, 2024 • WhatsApp

How to get the WhatsApp Business Green Tick Badge

The WhatsApp Business green tick is the official badge for Meta verified business accounts. It helps users to distinguish between authentic businesses and fake accounts. Many users place high value on the green tick, and brands sporting this badge will see a positive impact on their business. But how can you business apply for the green tick badge? Read all about it below.

Protect Your Customers from Fraud With RCS Sender Verification
Jun 05, 2024 • RCS

Protect Your Customers from Fraud With RCS Sender Verification

Cybercrime and spam messaging is on the rise. Criminals attempt to impersonate trusted businesses in the hopes of scamming loyal customers out of their personal details, login credentials, and even banking information. This damages the trust between customers and businesses. How can you tell which messages are legit, and which ones aren't? RCS Business offers verified sender profiles, helping customers identify official business accounts so they can engage with business communication with confidence.

Unified Messaging With RCS on iOS
May 15, 2024 • Instant Messaging

Unified Messaging With RCS on iOS

RCS is a rising star among the messaging channels. It combines the reliability of the SMS network with the added benefits of rich media and other modern messaging features. Its only hiccup was reach - iOS didn't support RCS. Until now.

hero-17-sms-customer-service-templates-to-use-today
Apr 29, 2024 • SMS

17 SMS Customer Service Templates to Use Today

Using SMS customer service templates not only saves time but lets your support team create personalized, on-brand communications with just a few clicks. Today we’ll share business text message templates you can use to give your customers the information they need — fast.

engage-platform-effect-customer-service
Apr 22, 2024 • CM.com

Happy Clients, Happy Agents: the Platform Effect in Customer Service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalized service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organization and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

WhatsApp New Policy
Apr 15, 2024 • WhatsApp

Quality Customer Engagement With WhatsApp Business Platform

We all want to get our brand messages out there. We want to engage with our customers, raise brand awareness, and connect with our target audience. WhatsApp Business Platform helps you safeguard the way you communicate with (potential) customers, making sure that you provide them with a meaningful and relevant customer experience to help grow your business.

SMS Customer Service
Apr 08, 2024 • SMS

How to Effectively Use SMS for Late Payments

Organizations face a significant challenge in effectively managing overdue payments and cash flow in a positive light with customers. To collect payments while keeping relationships intact and increasing engagement, SMS has emerged as a powerful, efficient and convenient tool for both businesses and customers. In this blog, we’ll explore how to effectively use SMS for late payments, highlighting its benefits and best practices.

Is this region a better fit for you?
Go
close icon