Meta's rules for business messaging are strict, and breaking them hurts your number's quality rating. This article explains what HueChat enforces for you and what stays your responsibility.
When a customer replies with an exact stop message, HueChat records the opt-out and sends a short confirmation. Recognised messages include STOP, UNSUBSCRIBE, "do not send me again", إلغاء الاشتراك and لا ترسل لي مرة أخرى, and matching quick-reply buttons. Ordinary sentences that merely contain these words are ignored, so "please stop by the shop" is not treated as an opt-out.
START and explicit opt-in keywords restore the local preference. Restoring never resends past campaigns.
For any other wording ("no more offers please"), a team member can unsubscribe the number from the conversation with the action next to the other contact controls.
Open Settings, choose Broadcasts, then Unsubscribed. Here you can search, add an international number by hand, and restore a subscription after confirming the customer asked for it.
The list is keyed by phone number, applies to every WhatsApp broadcast in your workspace, and survives contact deletion, duplicate contacts and CSV re-imports. The pipeline checks it immediately before each send; a suppressed recipient is shown as Opted out in the outcomes.
Screenshot: the Unsubscribed tab with the search box and the add-number control
WhatsApp lets users stop marketing messages from a business inside the app. HueChat receives this preference from Meta and records it separately. Your team cannot override a native stop; only the customer can resume marketing in WhatsApp.
Each WhatsApp number has a messaging limit: a number of unique customers you can start conversations with in a rolling 24-hour window (tiers grow from 250 to 1,000, 10,000, 100,000 and unlimited as volume and quality improve). HueChat:
Meta applies a per-user cap on marketing messages across all businesses. When a recipient has reached it, Meta returns error 131049. HueChat records these as Frequency capped, not as failures, and does not retry them within 24 hours. HueChat also skips contacts you already broadcast to in the last 24 hours (Recently messaged) to protect your quality rating.
Meta rates each number's quality and can pause a marketing template when customers block or report it. If a template is paused or its parameters are rejected, HueChat auto-pauses the broadcast and shows the reason. Fix the template, then Resume.
Deleting a broadcast removes its recipient data; an audit entry records the deletion. Opt-out changes are logged with the provider timestamp so duplicate or delayed webhooks cannot undo a customer's decision.