This article explains what Meta and the law expect from you before you send WhatsApp messages, and how HueChat records and applies opt-outs.
Meta requires a business to have the customer's permission before sending a message with a template. Customers who did not agree are more likely to block or report you, which lowers your quality rating and your messaging limit. Under Saudi and other privacy laws, marketing messages also need consent that you can show later. As the account holder, you are responsible for collecting and keeping proof of opt-in; HueChat provides the tools.
- A conversation started by the customer: a customer who messages your number, clicks a Click-to-WhatsApp ad or scans your QR code has opted in to replies about that request. Marketing still needs a clear yes.
- Live Chat pre-chat form or website form: add a checkbox such as "Send me updates on WhatsApp" with your privacy notice linked.
- In-chat question: ask "Would you like offers on WhatsApp? Reply Yes." and record the answer on the contact.
- Checkout or booking: a phone number entered with a consent checkbox at purchase or when booking an appointment.
- Existing customers: send a utility template that explains what you will send and asks them to confirm.
Record where and when each opt-in came from. A label or a custom attribute on the contact, such as "whatsapp_marketing_optin: 2026-09-09 website", is enough to show later.
- Who you are and what you will send (offers, order updates, reminders).
- How often.
- How to stop: "Reply STOP at any time."
Customers can stop at any time, and the request must work whether they reply "STOP", tap a stop button in a marketing template, or use WhatsApp's own option to stop receiving marketing from your business.
HueChat handles this for you:
- A STOP reply or a stop signal from Meta is recorded on the contact as opted out.
- Broadcasts skip opted-out contacts automatically.
- Utility messages the customer asked for, such as an order update or an appointment reminder, can still be sent. Marketing cannot.
- The conversation stays open, so an agent can confirm the request and answer any other question.
Screenshot: a contact record showing the WhatsApp marketing opt-out status.
Agents should not add an opted-out contact back to a marketing audience unless the customer opts in again in writing.
- Add "Reply STOP to unsubscribe" or a quick-reply button labelled Stop to every marketing template. Meta reviews marketing templates more favourably when a stop option is present.
- Keep Arabic and English versions consistent, so a customer who replies in either language is handled.
- Set an automation rule to reply to STOP with a short confirmation and apply the opt-out label, if your plan supports it.
Exact options may differ by plan.
Keep opt-in evidence for as long as you message the customer and for the period your local law requires. If a customer asks what consent you hold, export the contact record or use the data-rights form on the Trust Center at trust.huechat.ai.
For help with a specific consent flow, email support@huechat.ai.