Opt-out of Unsubscribing from WhatsApp

Generally refers to allowing customers to opt-out of WhatsApp messages, primarily for marketing-related information, as few users are likely to be averse to OTPs, notifications, or service-related messages. Here are some best practices for opting out:

• Respect Opt-Out Requests: Respect customers' opt-out requests, make sure that all of your WhatsApp phone numbers pause to send marketing messages to these customers to avoid negative experiences. This will prevent opt-outs from affecting your complaint rate and quality score.

• Confirm Opt-Out Requests: Send a confirmation reply to customers who request to opt out. You can also seek feedback to understand why they chose to opt out or what types of content they prefer to receive. This feedback can help you improve your marketing messages and audience targeting.

• Determine When to Include Opt-Out Guidelines: Including marketing opt-out guidelines in every message may be repetitive and encourage customers to opt out. We recommend including opt-out guidance in the following types of messages:

  • The first message received by the customer from your business.

  • The first message after a long period without marketing messages.

  • Messages sent to unsubscribed customers.

Illustration of Common Methods for Providing Opt-Out Options in WhatsApp Marketing Messages

YCloud supports automatically adding users to the opt-out list by recognizing keywords they reply with on WhatsApp. These unsubscribed users will be filtered out in future marketing campaigns. For more details, please refer to:

Automatically Add Customers to Unsubscribe List