How customers opt out of marketing messages

Every customer can decide they no longer want your promotions. WhatsApp gives them a built-in way to say so, and tkana respects it everywhere, with no setup on your side.

How a customer opts out

When a customer receives a Marketing template, WhatsApp offers them an option to stop marketing messages from your business. When they choose it, Meta tells tkana, and tkana records it on the customer’s profile straight away.

If the customer changes their mind, they can turn marketing messages back on from the same place in WhatsApp, and tkana updates their profile again. You cannot opt a customer back in yourself.

What tkana does automatically

Once a customer has opted out:

• Campaigns leave them out. They are counted as Excluded when you choose the audience, and they are skipped when the campaign is sent. Consent is checked again at the moment of sending, so an opt-out that arrives after you scheduled a campaign is still respected.
• Automated Marketing messages skip them. Any automated message in the Marketing category is not sent to them.
• Your team cannot send them a Marketing template from a conversation. In the template picker, Marketing templates are marked Opted out of marketing for that customer and cannot be selected.
• Utility messages still arrive. Booking confirmations, reminders, ticket updates, and other Utility templates keep reaching them, because they are about something the customer did.

Note

There is no way to override an opt-out. This protects your customers and your number: sending marketing to people who asked you to stop is the fastest way to get your number blocked or reported.

See who opted out

• On the customer’s profile. Open the customer in CRM. A red badge next to their name says they opted out of marketing, with the date.
• Before a campaign. In Launch Campaign, click View excluded contacts under the audience counts.
• After a campaign. In the campaign’s Details, skipped recipients show Opted out of marketing under their name.

TODOScreenshot coming soonCRM > Contacts > a customer who opted out: red Opted out of marketing badge with the date next to the name

Keep opt-outs low

Customers opt out when messages feel irrelevant or too frequent. Send to people who asked to hear from you, keep marketing messages useful, and space them out. See Campaign best practices.

Related

• Marketing, Utility, and Authentication templates
• Choose who receives a campaign