WhatsApp opt-in: how to collect consent the right way

Before you message customers on WhatsApp, you need their permission. Good opt-in practice is not only a rule to follow; it is also the foundation of messages that customers welcome rather than block.

What a good opt-in looks like

• It clearly says the customer will receive messages from your business on WhatsApp.
• It explains what kind of messages to expect, such as order updates or offers.
• It is an active choice, such as ticking a box or tapping a button.
• It is easy to change later, with a simple way to opt out.

Where to collect opt-ins

• Website forms: add a clear WhatsApp consent checkbox to sign-up and contact forms.
• Checkout: ask shoppers if they would like order updates and offers on WhatsApp.
• In store: display a QR code that opens a chat with a short welcome and opt-in message.
• In conversation: when a customer messages you, ask whether they would like to receive future updates.
• Ads: Click-to-WhatsApp ads start a conversation the customer chooses to begin.

Separate updates from marketing

Customers often want order and booking updates but not promotions. Offering separate choices builds trust and keeps your marketing audience engaged.

Make opting out easy

Include a simple way to stop messages, such as replying STOP or tapping a button, and honour it promptly. Customers who can leave easily are less likely to block or report you.

Keep records

Record when and how each customer opted in. WHAMAA stores opt-in status against each contact so your team only messages people who agreed.

Consent requirements also depend on the privacy laws in the countries where you operate. Review your obligations with your legal adviser.