How to collect and improve WhatsApp opt-in’s: A guide

Before you send WhatsApp message, you must first obtain the recipient’s opt-in permission. Meta’s opt-in policy states that a business must receive opt-in permission from a user before any communications you send them.

Your opt-in must:

• State the user is opting in to receive messages from your business via WhatsApp
• State the business name that the user is opting in to receive messages from
• Comply with applicable laws

How to collect WhatsApp opt-ins

At a glance, here are the six steps for WhatsApp opt-in success. 

1. Select an opt-in method

Whether you request opt-in via a user-initiated WhatsApp thread or a form on your website, it’s important that you have obtained permission to send customers communications via this channel. 

Here are some ways you can request opt-in:

• Social media

Have you considered using social media to promote WhatsApp opt-in? A targeted social media ad campaign could help guide your audience to connect and engage with you via WhatsApp instead of just email.

• Website 

One of the easiest ways to draw attention to your WhatsApp Business opt-in form? Ask customers if they’d like to opt in to receive WhatsApp updates when they’re entering their details – for example, at checkout or when they’re signing up to your email newsletter. 

• WhatsApp thread

If a customer reaches out to you on WhatsApp, this could be your opportunity to ask if they’d be interested in receiving other types of messages from you via this channel. 

• Phone – create an interactive voice response flow
• Missed call – send an opt-in message to a caller who hangs up before the business answers
• Live chat

Did you know that 41% of customers prefer live chat over phone and email support channels? It’s no wonder – live chat and chatbots allow customers to quickly and easily reach out to you for support. Why not use this to your advantage and end your live chat or chatbot conversations with a ‘sign up for updates via WhatsApp’ message?Ensure users expect the messages they receive

You can do this by obtaining an opt-in that covers the different types of messages you will send (e.g. order updates or product offers). Alternatively, you can also obtain a separate opt-in by specific message category. This will help mitigate the risk of users blocking your business because they’re receiving unsolicited messages.

2. Explain the value of receiving this information on WhatsApp

This can help lower your opt-out rate because it sets expectations. Plus, it mitigates the risk of people blocking your business because they’re receiving irrelevant or unsolicited messages.

3. Clearly state how people can opt out of receiving specific types of messages

As well as having a clear opt-in policy, make it easy for people to opt out of receiving communications from you via WhatsApp.

4. Respect all opt-out requests made

Whether the request is made on or off WhatsApp, you must update your customer’s opt-in preferences and/or remove that person from your contacts list.

5. Have high-quality conversations

It’s important to facilitate high-quality conversations between people and businesses. People can report or even block businesses which will impact their quality rating. Even just moving down a tier can significantly reduce your daily messages send so it’s important to keep your quality rating as high as possible.

The quality rating system corresponds to the messaging tiers that dictate the amount of messages businesses can send. The quality rating has three levels which include:

• Green – high quality
• Yellow – medium quality
• Red – low quality

You can find the quality rating and messaging limits for your account under the phone number tab in your business’s WhatsApp Business Manager. If your quality rating reaches a low state, you’ll receive an email and notification in the Manager as a warning. Your status will also change to Flagged or Restricted.

Meta may also reactively evaluate a business’ opt-in flows, including reviewing user feedback to flag policy violations and develop additional types of enforcement over time. Read more about quality ratings and limits in WhatsApp here.

Learn the Do’s and Don’ts of Whatsapp Business Messaging.

Improving your WhatsApp opt-in rate

When you allow users to opt in to receive messages via WhatsApp, you’re not only complying with Meta’s messaging policy, you’re also segmenting people who want to connect with you via this channel from those that don’t. It’s an opportunity for you to target a more receptive audience with personalised content and build more meaningful connections.

Here’s how to boost WhatsApp opt-in rate:

• Clearly communicate the value of receiving updates via WhatsApp. What are the benefits of hearing from your business on WhatsApp? 
• Clearly state what kind of messages the customer is opting in to receive. What can they expect to receive from you?
• Don’t message customers too often to avoid the risk of coming across like spam. How often are you messaging customers?
• Provide clear instructions on how people can opt out of receiving messages on WhatsApp from your business. How easy is it for people to opt out?
• Always honour requests from customers when they want to change their message preferences or opt out from receiving communications. Have you got a process in place that ensures customers who have opted out are removed promptly from your subscriber list?

How can WhatsApp Business Platform transform your marketing communications?

As one of the world’s most popular messaging apps, the benefits of using WhatsApp to connect with consumers are clear. WhatsApp is a rich channel with arguably the highest reach so you can meet customers where they are and have one-on-one conversations that feel natural.

But it’s not as simple as just sending customers and prospects a WhatsApp message. 

Get the most out of WhatsApp Business Platform with a clear opt-in strategy, among other things. In our ultimate guide to WhatsApp, we cover everything you need to know about the messaging platform, from business benefits to features and use cases.

Ready to learn what WhatsApp Business Platform can do for your organisation?