From this section, you can filter the information by date range and download the list.
Key Information:- Offering users the option to opt out is a recommended practice to ensure a positive experience.
- The Audience section only displays unsubscribe requests received via the API service.
- The Opt-Out list is for informational purposes only and does not automatically block communications to the numbers on the list; to do so, you must activate the “Exclude contacts from the Exclusion List” option when creating the campaign.
- For campaigns sent with Utility and OTP (One-Time Password) templates, it is not necessary to link this action, as they are designed to deliver critical communications required for proper service operation.
WhatsApp Opt-Out Management:- The opt-out process on WhatsApp can be configured through simple Intentions or Intentions with Integration Complement (if you have API integration).
- Within your Virtual Assistant, you must create conversation flows that offer users the option to opt out, based on their responses.
- Here are different alternatives to allow users to effectively unsubscribe:
- Set up a conversation flow to detect keywords such as "Stop," "Cancel," "Unsubscribe," or "Opt-out."
- Integrate opt-out buttons with phrases like "Unsubscribe" or "Cancel Subscription," allowing users to simply click without typing.
- Add a message at the end of each communication explaining how users can opt out, for example, "To stop receiving messages, reply 'STOP' to this message."
- In all cases, you must configure a confirmation message to confirm the opt-out, such as "Your subscription has been successfully canceled."
Important: To automate the opt-out process and keep the Opt-Out List updated in real-time, it is necessary to integrate your Virtual Assistant with the Engage API. This process can be performed in Studio for your system or application. Otherwise, WhatsApp opt-out management will have to be handled manually and outside the platform, meaning the unsubscribed numbers will not appear in the Opt-Out List within the Audience section.
Learn about the integration process here.Explore the Audience section in the tour below
