On this page 9 sections
In short
WhatsApp's business policy says you may message people only after they give opt in permission. Collect it with a clear tick box on forms, a question at the counter, a QR code or a first message from the customer. Say what you will send, keep a record, and stop when someone asks.
Before your business sends WhatsApp messages to someone, that person must agree to receive them. The WhatsApp Business Messaging Policy says you may only contact people if you have received opt in permission confirming that they wish to receive messages. It also says you are responsible for the method of opt in. This guide gives you six honest methods and the wording to use.
What good opt in looks like
The person takes a clear action, such as ticking a box or saying yes.
They know which business will message them.
They know what kind of messages to expect.
They can stop at any time.
The policy lists as best practice that users should expect the messages they receive, and that businesses obtain separate opt in by message category. In simple terms: do not use consent for fee reminders as consent for promotions.
Six ways to collect opt in
1. A tick box on your enquiry form
Send me updates about my enquiry and new batches on WhatsApp. I can stop these at any time.
Keep the box unticked by default.
2. A question at the counter
Add a line to the paper or tablet form and ask aloud: "May we send you updates on WhatsApp?" Record yes or no.
3. A QR code that starts a chat
Place a QR code at reception that opens a chat with a ready message such as "Please send me updates". When the customer sends it, you have a clear record.
4. During a chat the customer started
The policy allows replies within the 24 hour customer service window, which opens and resets with each user message. Use that moment to ask:
Would you like us to send you batch dates and offers on WhatsApp in future? Reply YES to agree.
5. On the admission or order form
Existing customers also need to agree. Add separate boxes for service messages and promotional messages.
6. A link in email or SMS
Invite your email list to join WhatsApp updates through a link that opens a chat with a ready message.
Wording that sets the right expectation
| Purpose | Sample line |
|---|---|
| Enquiry follow up | "We may message you on WhatsApp about this enquiry." |
| Service updates | "Send me class timings, test dates and fee reminders on WhatsApp." |
| Promotions | "Send me new batch dates and offers on WhatsApp." |
The categories matter for cost too. Meta's page on pricing on the WhatsApp Business Platform explains that messages are charged per delivered message by category, such as marketing and utility.
Extra care for children's data
If your customers include students under 18, take opt in from the parent. India's data protection rules call for verifiable consent before processing the personal data of children. Use the parent's number for WhatsApp updates.
Keep a record of every opt in
Name and number.
Date and time.
Method, such as website form or counter.
The exact wording shown.
Which message types they agreed to.
Make opting out easy
The policy says you must respect all requests to block, discontinue or opt out, on or off WhatsApp.
Tell people they can reply STOP.
Mark the contact as opted out the same day.
Honour requests made by phone or in person too.
Do not move the person to another number or list.
What not to do
Buy or borrow contact lists.
Add people to groups without asking.
Treat an old customer record as permission for promotions.
Hide the consent line in long terms and conditions.
Next steps
Once you have opt in, plan what to send. Start with our WhatsApp follow up messages for coaching admission enquiries. To add the consent line to your website form, see landing page vs website for a small business for where the form belongs, and our digital marketing services if you want campaigns managed for you.
Want opt in and opt out handled for you? Start a free SG Reach trial and manage your WhatsApp and email lists in one place.
