Opt-in and Opt-out
Before a business is allowed to send notification messages to their consumers on WhatsApp, they must first receive consent from the consumer to communicate with them on this channel via an explicit opt-in process.
Note: This opt-in process is required for all notification programs. For customer support programs, the consumer can engage with the business per their standard operating procedure.
There are several ways in which you can engage with your customers and invite them to opt-in to your WhatsApp business channel as a way to engage with your business. According to WhatsApp’s business policy, businesses can obtain opt-in from their customers either via a third-party channel (e.g. SMS or email), via the WhatsApp channel itself, or by using an interactive voice response (IVR).
Opt-in must be triggered by a user action (i.e., active opt-in) such as entering a number or checking a box to indicate consent. Consumer-initiated communication does not imply an automatic opt-in for the notification message type. After a customer has completed the opt-in process, the business needs to send an opt-in confirmation to the customer via the WhatsApp channel.
Regardless of the opt-in method followed, WhatsApp requires that a business:
- Clearly states that a person is opting in to receive messages from the business over WhatsApp.
- Clearly states the name of the business that a person is opting in to receive messages from.
- Explicitly calls out the types of messages a consumer is opting into (e.g., delivery updates).
- Avoids messaging consumers too frequently.
- Provides instructions for how customers can opt-out and honor these requests.
- Complies with all applicable laws.
Only transactional notifications are currently allowed on the WhatsApp Business Platform.
Opt-in methods
WhatsApp opt-in
WhatsApp allows the business to ask the consumer to opt-in for notifications within the chat flow itself. For example, the business could have a menu item in its flow called 6. Opt-in for notifications, or once the consumer has placed an order via the WhatsApp channel, the business can ask if the consumer would like to receive delivery update notifications within the WhatsApp chat itself.
Web page/mobile app opt-in
The consumer can opt-in to receive messages on WhatsApp from the business website, e.g. from the homepage or special landing web page (logged-out state) or consumer profile page (logged-in state).
SMS opt-in
The business can initiate an opt-in request for the WhatsApp channel using SMS messaging. This SMS message should clearly indicate the program information and instructions to complete the opt-in. The SMS can redirect the user to the opt-in web page, or request the user to reply with a specific keyword to confirm opt-in.
Email opt-in
The business can contact the consumer via email with the details of the WhatsApp channel, and include a clear call to action on the available opt-in methods like website or SMS.
Opt-out methods and guidelines
Businesses must respect all requests (either on or off WhatsApp) by a consumer to block, discontinue, or otherwise opt out of communications sent to them via the WhatsApp channel.
Businesses can implement user-friendly keywords like “STOP” or “CANCEL” within the WhatsApp channel itself and/or allow consumers to opt out of receiving WhatsApp messages from the business via a non-WhatsApp channel like IVR, SMS, or business website.
Opt-out requests from the consumer must be respected, and they must be removed from the contact list with no further attempts to send any messages to them.
Channels
Find the most up-to-date information about the channels available to communicate with your clients.
SMS
Enable any application, website or system to facilitate local or international one- or two-way SMS communication via an easy one-step integration with our HTTP API.
Documentation
One API
Communicate with your mobile customers via multiple communication channels with a single integration. You can send and receive messages on both WhatsApp and SMS without the overhead of programming individual channels.
Documentation
As an authorized WhatsApp Business Solution Provider, we assist you in applying for a WhatsApp Business account and number. Integrate with other powerful features available on our platform via our One API.
Documentation
Products
Find the most up-to-date information about the products we offer and how to elevate your engagement with customers.
Chat 2 Pay
Send payment requests to customers via chat for secure, contactless payment experiences.
Documentation
Chat Desk
An easy-to-use web-based application that enables real-time communication with your customers via a single web interface.
Documentation
Chat Flow
A web-based application that allows you to quickly and collaboratively design and deploy conversational experiences across multiple chat applications and connect it to your organization's core functional APIs.
Documentation
Campaign Manager
An online tool that allows you to create a custom SMS campaign within minutes - no coding or developers required.
Documentation
Marketplace
Find the most up-to-date information about Clickatell's Marketplace and how you can utilize it for the distribution and payment acceptance of digital products.
Bank Interfaces API
An explanation of the way Clickatell and banks interact with one another when dealing with purchases.
Documentation
Transact Result API
Initiates the delivery of the transaction result for a purchase that was made through Clickatell after Clickatell facilitated the dispensing of the product.
Documentation
Reserve and Transact API
Initiates a purchase and fund reservation request to Clickatell.
Documentation
Security Service API
Request authentication tokens to use in all other Clickatell API calls.
Documentation
Transact
A cloud-based platform that allows for the distribution and payment acceptance of multiple digital products.
Documentation
In-Flight Transaction Check API
Used prior to a purchase instruction to confirm that no similar transaction is in progress.
Documentation
User Transaction Lookup API
Identify if a new transaction is similar to one of the user's recent transactions so the response details can be used to pre-emptively complete the current transaction details.
Documentation
Customer Account Validation API
Validate a customer's bill payment account number prior to submitting the bill payment purchase request to the vendor.
Documentation
MNO Lookup API
Derive the specific mobile network operator (MNO) for the specified MSISDN.
Documentation
Token Lookup API
Look up tokens/vouchers to present back to the buyer/customer who purchased token-related products via Clickatell's platform.
Documentation
Notifications API
Send notifications to buyer/recipient using different channels.
Documentation
Transaction Lookup API
Used after a purchase to confirm the transaction status.
Documentation
Financial Terms Lookup API
Display the correct fee and settlement amounts as per the contractual agreement for the SKU being purchased.
Documentation
Other Resources
Ask the Community
Visit Stack Overflow to join our community of developers and find the answer you need
Contact Support
Contact our support team and one of our agents will be in touch with you to answer any questions you have