WhatsApp opt-in: what it is and how to manage it
Learn what WhatsApp opt-in is, the approved ways to collect it, and how to check whether a customer has opted in on DoubleTick.
WhatsApp requires businesses to have a customer's permission before messaging them. This guide explains what opt-in means, the approved ways to collect it, and how to check opt-in status inside DoubleTick.
What's covered
What is WhatsApp opt-in?
A WhatsApp opt-in is a permission request from your business to a customer, asking for their consent to receive messages — promotional or otherwise — on WhatsApp. Businesses can't initiate contact with a customer unless that customer has explicitly agreed to receive messages.
As per WhatsApp's policy, you must secure this consent before sending any marketing, utility, or authentication conversation outside the 24-hour window. Customers must always be the ones to start a conversation with a brand first.
Opt-ins can be collected both directly on WhatsApp and through external channels, such as websites, signup checkboxes, and social media ads.
Opt-in methods
WhatsApp accepts several policy-compliant ways to collect opt-in:
Your website : ask for opt-in during checkout, for example, whether customers want order notifications on WhatsApp.
Custom landing page : a page built specifically to collect WhatsApp opt-ins.
In-app pop-up : a pop-up inside your app highlighting the benefits of opting in.
Click to WhatsApp ad : ads targeting existing customers that start the opt-in process directly.
Email : invite your email subscribers to opt in and start receiving updates on WhatsApp.
Phone and IVR : offer opt-in while customers are on hold.
SMS : invite your SMS audience to move to WhatsApp.
Offline methods : promote your WhatsApp channel through receipts, gift cards, ads, QR codes, and signage.
Within a WhatsApp conversation : ask customers directly during an active conversation if they'd like to opt in for future messages.
Rules and restrictions
WhatsApp's policies set specific requirements for collecting opt-ins:
Active opt-in: the customer must actively consent, either by entering their phone number or selecting a checkbox.
User control : customers should control which phone number is used, through explicit actions like entering or editing it.
Clear messaging : the opt-in message must state exactly what the customer will receive on WhatsApp, such as shipping updates, transaction notifications, OTPs, promotions, or product news.
Mandatory format : the consent message must include language like "receive [type-of-information] on WhatsApp at [number]," along with the WhatsApp logo and name.
Opt-in sources : secure opt-in either directly on WhatsApp or through another channel before sending the first promotional message.
Approved templates : the first message in a fresh conversation must use an approved template; you can continue the conversation freely for up to 24 hours after the customer's last message, but only approved templates work beyond that.
Opt-in during conversation : if a customer starts a conversation, you can collect opt-in during that first interaction.
Automated messages : you can set up automated replies within the 24-hour window, provided there's a clear escalation path to a human agent.
Easy opt-out : make it just as easy for customers to opt out as it was to opt in.
Messaging a customer without valid opt-in is a policy violation and can affect your account quality.
Check opt-in status in DoubleTick
If a customer has opted in, you can view this in the Chat section. Select the conversation, then look in the Details panel on the right for the Opt-in option. If it shows a check mark, the customer has opted in for chat communication.
Key takeaways
You need a customer's explicit consent before messaging them on WhatsApp.
Opt-in can be collected on WhatsApp itself or through external channels like your website, email, or ads.
The opt-in message must clearly state what the customer will receive and include the WhatsApp name and logo.
Make opting out just as easy as opting in.
Check a customer's opt-in status anytime from the Details panel in the Chat section.
FAQs
Can I message a customer without opt-in if I have their number? No. Having a customer's number isn't enough — you need their explicit consent before messaging them on WhatsApp.
Where can I check if a customer has opted in? Open the conversation and check the Opt-in field in the Details panel on the right. A check mark means they've opted in.
Do I need a template for the first opt-in message? If the customer hasn't messaged you first, yes — the first message needs to be an approved template. See how to start a new chat with a customer.
Can a customer opt in during an active conversation? Yes. If a customer starts the conversation, you can collect opt-in during that first interaction.
What happens if I message a customer without valid opt-in? It's a policy violation and can negatively affect your account quality.
Suggested articles
Understanding the 24-hour conversation window How to start a new chat with a customer How to block and unblock customers Account quality guide How to manage conversations
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