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.
Import multiple contacts simultaneously using contact import.
Opt-out methods
"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.
On the Contacts list of a list.
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.
Suppressed contacts
To view suppressed WhatsApp contacts, go to Audience > Suppressions. Learn more in View suppressed contacts.
Collect WhatsApp subscribers with Surveys, pages, and forms
You can collect mobile numbers using Surveys, pages, and forms.
To do this:
Create or edit a form.
Add a form text box to the form.
For question type, select Contact mobile number.
For Subscribe to, select SMS, WhatsApp, or both.
Useful links
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.
Import WhatsApp subscribers
You can import WhatsApp subscribers using our import multiple contacts tool. This is useful when you have existing customer data with mobile numbers and want to add them to your WhatsApp marketing list.
File format requirements
You can only import Excel, CSV, TXT, and ZIP file formats.
Mobile number requirements
You must include mobile numbers to add WhatsApp subscribers.
Mobile numbers must use the international phone number format starting with (+): +44 7000 000000.
Subscription status
When a phone number is imported, by default, it's subscribed to both SMS and WhatsApp unless the mobile number is already unsubscribed or suppressed.
You can set different subscription statuses for email, SMS, and WhatsApp channels independently.
Consent
You must have consent from contacts before importing them as WhatsApp subscribers. Only import contacts who have explicitly agreed to receive WhatsApp marketing messages from your business.
Learn more in Import multiple contacts.
Manage unsubscribes with the WhatsApp Stop Promotions button
Include the custom quick reply 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.
Supported “Stop promotions” translations
Supported “Stop promotions” translations
Language | Stop promotions - translated |
Afrikaans | Stop promosie |
Arabic | إيقاف عمليات الترويج |
Azerbaijani | Tanıtımları dayandır |
Bengali | প্রচার বন্ধ করুন |
Bulgarian | Спиране на промоциите |
Catalan | Atura les promocions |
Czech | Zastavit propagace |
Croatian | Zaustavi promociju |
Dutch | Promoties stoppen |
Danish | Stop promoveringer |
English | Stop promotions |
German | Promotions stoppen |
Spanish | Detener promociones |
Estonian | Peata promokampaaniad |
Filipino | Itigil ang promotion? |
Finnish | Lopeta markkinointi |
French | Se désabonner |
Georgian | სააქციო შემოთავაზებების შეწყვეტა |
Greek | Διακοπή προωθητικών |
Gujarati | પ્રચાર રોકો |
Hausa | Tsayar da garaɓasa |
Hebrew | הפסקת הודעות הקידום |
Hindi | प्रमोशन रोकें |
Hungarian | Promóciók leállítása |
Indonesian | Hentikan promosi |
Italian | Interrompi promozioni |
Japanese | 宣伝を停止 |
Kannada | ಪ್ರಚಾರಗಳನ್ನು ನಿಲ್ಲಿಸಿ |
Kazakh | Жарнамаларды тоқтату |
Korean | 홍보 중단 |
Kyrgyz | Жарнамаларды токтотуу |
Lao | ຢຸດການສົ່ງເສີມ |
Latvian | Pārtraukt reklāmas |
Lithuanian | Sustabdyti reklamas |
Macedonian | Запри ги промоциите |
Malayalam | പ്രൊമോഷനുകൾ നിർത്തുക |
Malay | Berhentikan promosi |
Marathi | प्रमोशन थांबवा |
Norwegian | Stopp promoteringer |
Persian | توقف تبلیغات |
Polish | Zatrzymaj promocje |
Portuguese | Parar promoções |
Punjabi | ਪ੍ਰੋਮੋਸ਼ਨ ਰੋਕੋ |
Romanian | Opreşte promovările |
Russian | Не присылать рекламу |
Kinyarwanda | Guhagarika poromosiyo |
Sinhala | ප්රවර්ධන නවත්වන්න |
Serbian | Прекини промоцију |
Slovak | Zastaviť propagácie |
Slovenian | Ustavi promocijo |
Albanian | Ndalo promovimet |
Swedish | Ej marknadsföringsinlägg |
Swahili | Sitisha matangazo |
Tamil | விளம்பரங்களை நிறுத்துக |
Telugu | ప్రచారాన్ని ఆపివేయండి |
Thai | หยุดการโปรโมท |
Turkish | Tanıtımları durdur |
Ukrainian | Зупинити рекламу |
Urdu | پروموشنز بند کریں |
Uzbek | Promopostlarni toʻxtatish |
Vietnamese | Dừng quảng cáo |
Zulu | Misa amaphromoshini |
Chinese (CHN) | 停止推广 |
Chinese (HKG) | 停止推廣 |