You get a WhatsApp opt-in by asking customers clearly, before you message them, whether they want to hear from your business on WhatsApp, and by keeping a record of their yes. This guide shows what a good opt-in looks like, where to collect it and what to write.
What opt-in means on WhatsApp
Opt-in means that a person has agreed to receive messages from your business on WhatsApp. Meta requires businesses to have this agreement before they start messaging someone. A phone number in your customer list is not an opt-in. A business card is not an opt-in. A number you found online is certainly not one.
There is one case that needs no advance permission from you: when the customer writes to you first. Their message opens a 24-hour customer service window, and you can answer their question in it. But that reply is about their request. It does not give you permission to send offers next month.
Two sets of rules apply at the same time:
- Meta's policies for businesses on WhatsApp.
- The law in your country, for example data protection and marketing rules.
The stricter one wins. Rules differ by country and change over time. This is general information, not legal advice.
What a good opt-in includes
A good opt-in leaves no doubt about what the person agreed to. Check these five points:
- Your business name. The person knows who will message them.
- The channel. It says WhatsApp, not just "we may contact you".
- The kind of messages. Appointment reminders are one thing, offers are another. Say which.
- An active choice. The person ticks a box, taps a button or sends a keyword. A box that is already ticked is not a real choice.
- A way out. It says how to stop, for example by replying STOP.
Keep service messages and marketing separate. Many customers want a reminder for their appointment but no advertising. If you offer two separate choices, you keep the first group instead of losing them.
Where to ask for permission
| Place | How it works | Good for |
|---|---|---|
| Booking or contact form | An empty checkbox next to the phone field | Reminders and updates |
| Online checkout | Checkbox for order updates on WhatsApp | Shops, food orders |
| In the shop or practice | A sign with a QR code that opens a chat with a prepared message | Local businesses |
| Inside a WhatsApp chat | The customer wrote first and you ask before the chat ends | Anyone who gets enquiries on WhatsApp |
| Paper form | A separate line with a tick box and signature | Clinics, studios, trades |
| On the phone | You ask, the customer says yes, you note date and staff name | Bookings by phone |
The QR code is the easiest method for many local businesses. The customer scans it, a chat opens, and they send the first message themselves. Because they start the conversation, there is little doubt about who wanted it.
Wording you can copy
Checkbox in a booking form (service):
Yes, [business] may send me appointment confirmations and reminders on WhatsApp. I can stop this at any time by replying STOP.
Second, separate checkbox (marketing):
Yes, I would also like to get news and offers from [business] on WhatsApp, at most [for example, twice a month]. I can stop this at any time by replying STOP.
Sign at the counter with QR code:
Get your appointment reminders on WhatsApp. Scan the code and send us the message START. Reply STOP at any time to end it.
Question at the end of a chat:
Glad we could help. Would you like us to send your appointment reminders here on WhatsApp in future? Reply YES and we will set it up. You can stop at any time with STOP.
Confirmation after the yes:
Thank you. You will now get appointment reminders from [business] on WhatsApp. Reply STOP at any time to end this.
Keep a record and respect the opt-out
If someone complains, you need to show when and how they agreed. A simple spreadsheet is enough for a small business. Record:
- Phone number and name
- Date and time of the opt-in
- The source, such as booking form, QR code or chat
- The exact wording the person saw
- What they agreed to: service messages, marketing or both
- Date of the opt-out, if there is one
Take the opt-out as seriously as the opt-in:
- Accept every clear signal, not only the word STOP. "Please no more messages" counts too.
- Stop at once, and confirm it with one short message if your setup allows it.
- Mark the number so that nobody in your team adds it again by mistake.
This also protects you. When people block or report a business, the quality rating of the number can drop and Meta can limit what you send.
Common mistakes
- Importing old customer lists. People who gave you their number for a delivery years ago did not agree to WhatsApp messages.
- Buying lists. Never do this. It breaks Meta's rules and, in many countries, the law.
- Hiding the consent in the terms and conditions. Nobody reads them, and it is not a clear choice.
- One box for everything. Bundling reminders, offers and newsletters makes the consent vague.
- Sending more than you said. If you promised two messages a month, send two.
Once you have opt-ins, messages outside the 24-hour window still need approved templates. The guide on message templates and the 24-hour rule explains how. If you want a system that asks for opt-in, records it and handles STOP for you, the WhatsApp Bot from Astranode is one option. It is in early access.
Ask clearly, name WhatsApp and the kind of messages, let the customer choose actively, and write down when they said yes. Stop at once when they say no.