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WhatsApp opt-in: how to get customer permission the right way
Before you message someone on WhatsApp, they have to have agreed to hear from you there. Done well, opt-in is also the best way to keep your messages from being blocked.
What WhatsApp asks for
WhatsApp’s Business Messaging Policy says you may only message people who have given you their number and agreed to receive messages from your business on WhatsApp. In plain terms:
- The person agreed, and it’s clear they agreed to WhatsApp messages from your business.
- You respect it when they ask you to stop.
- You follow the law that applies to you on consent and data, including India’s DPDP Act.
A number in your phone, a visiting card or a bought list is not opt-in.
6 ways to collect opt-in
1. A checkbox on your forms
On the enquiry, admission or booking form: “☐ Send me updates about my enquiry on WhatsApp.” Keep it unticked by default.
2. A WhatsApp link or QR code
When a customer messages you first, from a link on your website, Instagram bio or a QR code at the counter, they’ve started the conversation. Ask in your reply if they’d like updates. Make one with the free WhatsApp link and QR generator.
3. In the chat
Send a message with two buttons: “Would you like offers and updates from us on WhatsApp? Yes, send updates / No thanks.” Tag the ones who say yes.
4. At checkout or payment
“Get your receipt and delivery updates on WhatsApp” with the number field. Useful for order and payment updates (utility messages).
5. Click-to-WhatsApp ads
Everyone who taps your ad and messages you has started a chat with your business. Ask for permission to send offers before adding them to campaigns. See Click-to-WhatsApp ads, step by step.
6. In person
At the front desk or on a paper admission form, with a line the customer signs or ticks: “I agree to receive messages from [business] on WhatsApp.” Keep a record.
Wording you can copy
- “Yes, send me fee reminders and batch updates from Sharma Classes on WhatsApp.”
- “Send my appointment confirmation and reminders on WhatsApp.”
- “Keep me posted about new arrivals and offers on WhatsApp. I can reply STOP anytime.”
Opt-out matters as much
Make stopping easy: a “Stop” quick-reply button on marketing templates, and a line like “Reply STOP to stop these messages”. A person who stops is far better for you than a person who blocks, because blocks lower your quality rating.
Keep records
Note where and when each person opted in: a tag such as “opt-in: website form” on the contact is enough for most small businesses. If a customer asks, you can show how they signed up.
How GetSetSales handles it
- Anyone who replies STOP is opted out automatically and excluded from every campaign.
- Tags record how people joined (form, ad, QR, front desk), and campaigns go to a tag.
- People who message you first are saved as contacts with their chat, ready to ask for permission.
How campaigns work · Start free
Common questions
Is it enough that the customer messaged me first?
You can reply to them, and keep chatting for 24 hours. To send them offers later, ask whether they’d like updates, and tag the ones who say yes.
Can I import my existing customer list?
Yes, if those customers gave you their number and agreed to hear from you. A list of strangers will get you blocked and hurt your number.
Does opt-in apply to utility messages like receipts?
Yes, but it’s easy: the customer giving their number for receipts or reminders, with a clear line that these come on WhatsApp, covers it.