previous icon Back to blog
Aug 17, 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

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

drive-engagement-and-convert-your-conversations-with-whatsapp-carousel
Feb 06, 2024 • WhatsApp

Drive Engagement and Convert Your Conversations With WhatsApp Carousel

Are you already talking to your customers on WhatsApp? You really should! WhatsApp Business Platform, the business communication platform of one of the most popular messaging channels in the world today, has a wide selection of powerful engagement tools to enhance customer communication and boost sales. And they've added another innovative feature under their belt: WhatsApp Carousel.

WhatsApp Pay
Feb 05, 2024 • WhatsApp

Flexible, Functional, and Rich Interactions with WhatsApp Flows

WhatsApp Business Platform is adding another new and exciting feature to its repertoire: WhatsApp Flows. But what is it and what can you do with it? Let's take a look!

blog-conversational-marketing-ramadan
Feb 01, 2024 • WhatsApp

Grow your business with Marketing Messages during Ramadan and Eid season

Retailers prepare for Ramadan Season like no other, for it carries particular importance in the Middle East region. Beyond its religious significance, it serves as a prime shopping season of triggered volume sales offering a favorable moment for retailers to reach customers and establish their presence. Retailers engage in fierce competition to gain visibility, and thrive to exceed customer expectations to distinguish themselves and drive conversions. The substantial increase in online engagement throughout this season provides brands with an opportunity to establish connections with their customers.

WhatsApp vs SMS: A Comparison For Businesses
Jan 11, 2024 • SMS

WhatsApp vs SMS: A Comparison For Businesses

WhatsApp and SMS are both immensely popular messaging channels. Both have their own unique traits, use cases, and added business value. We probably all acknowledge this, but what are the differences between these two exactly? What are the similarities? And more importantly, which one will add the most value to your business? In this blog we'll dive into the world of WhatsApp vs SMS.

whatsapp-api
Jan 03, 2024 • WhatsApp

WhatsApp Business Platform: WhatsApp On-Premise API vs WhatsApp Cloud API

WhatsApp has released its new Cloud API. What are the key differences between the WhatsApp On-Premise API and the WhatsApp Cloud API? Let's have a look!

black-friday-channels
Oct 31, 2023 • Messaging

Boost White Friday Sales with WhatsApp, Instagram and Facebook

White Friday stands out as one of the most anticipated shopping events of the year, with online sales growing 3.5% to $65.3 billion globally in 2022. With this, big and small businesses will strive for maximum exposure. Yet, this task is far from straightforward. Retailers must compete to be visible, overcome high advertising costs, and meet escalating customer expectations to cut through the noise and drive conversion. Moreover, every touchpoint in the customer journey represents a make-or-break opportunity to form relationships and drive transactions, or risk losing a consumer’s interest and trust.

live-meta
Oct 23, 2023 • SMS

Why SMS remains as essential as ever for White Friday

One might assume that SMS has lost relevance in an era dominated by popular messaging channels such as WhatsApp and Instagram. However, when it comes to White Friday, one of the most anticipated shopping events of the year, SMS remains as important as ever. While consumers are bombarded with emails, push notifications, and social media advertisements, the humble SMS message, with its 98% open rate, often cuts through the noise and connects businesses with eager shoppers.

improve-customer-service
Oct 12, 2023 • Instant Messaging

How to Improve Customer Service With Google Business Messages

“How easy is it to do business with us?” If this is a question that you’ve asked your customers at any point in the last two years then you’re acutely aware of the importance of keeping your customers happy. If you haven’t asked this question, then you may find some valuable nuggets of information in this article.

whatsapp-authentication
Oct 12, 2023 • Authentication

Two Factor Authentication (2FA) on Different Messaging Channels

Two Factor Authentication, or 2FA, is an effective way to protect your data and your customers. But how do you set up Two Factor Authentication? And what messaging channels can be used for 2FA?

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