Businesses are required to obtain opt-in before opening marketing, utility, and authentication conversations with customers outside the 24-hour window. Businesses can obtain opt-in in a multitude of ways, both on and off WhatsApp. Ultimately, we want to help people receive useful, expected information from businesses they want to hear from.
Opt-in methods such as via your website, interactive voice response (IVR) flows or in a WhatsApp thread are acceptable.
Businesses must follow the below requirements when obtaining opt-in:
As long as the opt-in method meets the above requirements, it will be policy compliant. The following are examples of supported opt-in methods:
We strongly recommend that businesses continue to optimize for the user experience when designing opt-in flows.
Businesses should continue to optimize for the user experience while obtaining opt-in. For example, businesses should:
Driving high quality conversations between people and businesses is still a top priority. People can block or report businesses and our systems will rate limit businesses if the business's quality is low for a sustained period of time. We may also reactively evaluate a business's opt-in flows, including user feedback, to flag policy violations and develop additional types of enforcement over time.
People may block or report a business if they feel like they did not opt in to receive messages from them. These user feedback signals are inputs into a business’ quality score and our systems will rate limit businesses if the business’ quality is low for a sustained period of time. We may also reactively evaluate a business’ opt-in flows, including user feedback, to flag policy violations. Over time, we may introduce additional types of enforcement.