Last updated: February 14, 2023
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Last updated: February 14, 2023
After you connect your WhatsApp Business account as a channel in your conversations inbox, you must ensure that you get explicit consent from contacts to communicate with them using WhatsApp.
Contacts can grant explicit consent via specific keywords in a WhatsApp thread. You can also manually opt in a contact to receive WhatsApp messages if they've given their express and verifiable consent.
WhatsApp allows you to initiate text conversations only by sending messages using pre-approved templates. A contact must grant explicit consent to communicate using business-initiated WhatsApp messages. You must clearly inform anyone who sends a message to your WhatsApp Business account that they consent to receive messages from your business. You must state the name of your business and comply with any applicable laws.
Disclaimer: this page is neither an exhaustive summary of consent requirements nor legal advice for your organization to use in complying with it. Instead, it provides background information to help you better understand WhatsApp consent options and how it can apply to your organization. This information is not the same as legal advice, where an attorney applies the law to your specific circumstances, so you should consult an attorney if you’d like advice on your interpretation of this information or its accuracy.
A contact can send a message with a keyword in a WhatsApp thread to opt in or out of receiving WhatsApp communications from your business. HubSpot provides a specific set of keywords to trigger opt-in and opt-out consent. These keywords are listed in the table below:
|English||START, SUBSCRIBE, UNSTOP||STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT|
Please note: a contact's message must only contain one of the keywords from the table above to successfully opt a contact in or out of receiving WhatsApp messages from your business. For example, the message "Can I START receiving messages?" will not opt a contact in, but the message "Start" will opt a contact in. Spaces before or after the keyword are permitted.
If you include a Marketing opt-out button in your WhatsApp template and the contact clicks it, they will automatically be unsubscribed in HubSpot. To learn more about creating message templates in your WhatsApp Business account, log into your Facebook account then check out this article in Meta's Business Help Center.
Please note: you can also use WhatsApp's click to chat feature to create a link that'll allow you to start a chat automatically when a user clicks the link. Learn more about the click to chat feature in WhatsApp's Help Center.
You can manually edit a contact's WhatsApp subscription status from the contact record if you have received their explicit and verifiable consent to receive WhatsApp communications from your business. The contact must also have a valid phone number populated for the WhatsApp Phone Number contact property.
To manage opt-in consent for a contact:
You can also click the History tab in the Subscription status panel to review the contact's subscription history, which includes details such as the lawful basis, explanation, and timestamp of each subscription change, as well as the user in your account who requested the subscription status change.
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