With the global opt-out flow, customers can message you keywords (like STOP) and be unsubscribed from all opt-ins.

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<aside> ⚠️ To help your flows stay GDPR compliant, we recommend setting up a global opt-out flow.

</aside>

With the global opt-out flow, customers can message you keywords (like STOP) and be unsubscribed from all opt-ins.

This keeps your WhatsApp marketing GDPR compliant 🔒 while improving the quality of your audience. Don’t forget, WhatsApp works best when you’re talking to people who want to hear from you 😉

Configuring the global opt-out

  1. Create a new flow
  2. Trigger = Keyword Match and add your keywords (e.g. STOP and unsubscribe)

<aside> ⚠️ Only single words are not case sensitive. If there’s a phrase as the keyword, we match the entire phrase.

</aside>

global_opt_out_1.png

  1. Connect the Trigger node to Manage subscribers and select Unsubscribe from all

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Get inspired

To make the best out of the situation by:

Collecting unsubscribe reasons

With Journeys flows, you have the opportunity to collect data on why the customer is unsubscribing from your WhatsApp channel.

<aside> <img src="https://prod-files-secure.s3.us-west-2.amazonaws.com/745f8784-f3ef-41bb-be1d-543c2b4e3c43/b1244aa1-be4c-4c12-ba5b-76a30bbc0c01/Typie.png" alt="https://prod-files-secure.s3.us-west-2.amazonaws.com/745f8784-f3ef-41bb-be1d-543c2b4e3c43/b1244aa1-be4c-4c12-ba5b-76a30bbc0c01/Typie.png" width="40px" /> All is not lost! You can use this information to gain insights into why subscribers are leaving and adjust your email marketing strategy accordingly.

For example, you might discover that your message frequency is too high or that your content isn't relevant.

</aside>

There are 2 different ways to collect this feedback:

  1. List
  2. Storing the customer’s message response

Use a Send message node to use a list to show up-to 10 unsubscribe reasons and store the response in a custom property.

  1. Quick reply buttons and Lists

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  1. Storing the customer’s message response

Use a Send message node asking the customer to respond their unsubscribe reasons and store the response in a custom property.

Screenshot 2023-10-25 at 13.51.23.png

Give customer options to unsubscribe from all or some

Similar to when you unsubscribe from an email list, give your customers the opportunity to only unsubscribe from certain message types (marketing, discounts, etc.) with quick reply buttons or lists:

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<aside> ⚠️ In these cases, if the customer doesn’t reply or responds something else, the flow won’t continue and the action of unsubscribing won’t happen.

Make sure you word the message clearly.

</aside>

Give people the option to opt in again

And we don’t want to close the door completely on these subscribers so make sure you’ve setup an evergreen opt-in flow and tell them they can message you anytime.

Opt-in flow overview