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Manage WhatsApp consent

Learn how WhatsApp consent management works in Dotdigital.

Gareth Burroughes avatar
Written by Gareth Burroughes
Updated this week

We recommend using native WhatsApp consent management, which operates independently from SMS. This article explains how to set this up in Dotdigital.

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Opt-in and opt-out methods

We support the following methods for managing your WhatsApp consent:

Opt-in methods

  • Surveys, pages, and forms.

  • Start keywords: START, RESUBSCRIBE, UNSTOP.

Opt-out methods

  • Native "Stop promotions" button (included in the template)

  • Stop keywords: STOP, UNSUBSCRIBE, REMOVE, QUIT, CANCEL, END.


View WhatsApp subscription status

You can view the WhatsApp subscription status of a contact in the Channels status section of the Single customer view.

Learn more about this in the Single customer view.

Limitations

Currently, we don’t support WhatsApp subscription status using Import, API, or our CRM connectors, such as Microsoft Dynamics or Shopify.

You can use SMS subscription status for the API, Import, or connector integrations, but this is not recommended.


Collect WhatsApp subscribers with Surveys, pages, and forms

You can collect mobile numbers using Surveys, pages, and forms.

To do this:

  1. Create or edit a form.

  2. Add a form text box to the form.

  3. For question type, select Contact mobile number.

  4. For Subscribe to, select SMS, WhatsApp, or both.

You can share this form as standalone landing page or as a popup embedded on your website.

You can also use the form to reach out to your existing email or SMS subscribers and gather the necessary consent with a We’re on WhatsApp campaign.


Collect WhatsApp subscribers with start words

You can collect WhatsApp consent directly within the WhatsApp platform itself. When a user sends a message that begins with any of these specific keywords, their phone number will be automatically subscribed to receive your WhatsApp marketing messages:

Trigger words

Function

START

Initiates subscription

RESUBSCRIBE

Reactivates a previous subscription

UNSTOP

Reverses a previous unsubscribe action

Any message beginning with these keywords (case-insensitive) will trigger the subscription process.

How it works

When a user sends a message with a trigger word, the system processes their subscription as follows:

For new contacts

  • A new contact record is created in your Dotdigital account

  • The WhatsApp subscription status is set to "subscribed"

  • The contact is immediately eligible to receive marketing messages

For existing contacts

  • The contact's record is updated with the new WhatsApp subscription status

  • If previously unsubscribed, the contact is resubscribed

  • Marketing messages can resume to this contact

This process happens automatically without requiring any manual intervention from your team.

Collect WhatsApp subscribers

To learn additional ways to collect WhatsApp subscribers, see how to use the click-to-chat feature to create subscription opportunities across multiple channels.


Manage unsubscribes with the WhatsApp Stop Promotions button

Include the native Marketing opt-out button in your templates to manage WhatsApp unsubscribes effectively.

To avoid redundancy and discourage blocks or reports, add the marketing opt-out button to:

  • The first message a customer receives.

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

  • Messages sent to unengaged customers.

Whenever a recipient selects this button or uses one of the STOP keywords (STOP, UNSUBSCRIBE, REMOVE, QUIT, CANCEL, END), their WhatsApp subscription status is automatically updated to Unsubscribed.

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