Consent per contact, channel and Entity, with STOP and START
Every opt-in and every withdrawal is kept per person, channel and Entity, with where it came from and its proof. STOP in a chat or an unsubscribe click is recorded by itself, and WhatsApp marketing goes only to people who said yes.
PLANSEvery plan
The problem it solves
- A customer says STOP on WhatsApp and gets the next broadcast anyway.
- Nobody can show when or where a person agreed to marketing messages.
- Bought lists are messaged on WhatsApp, and Meta lowers the number's quality.
How it works
- People agree in many places: a tick on your form or lead ad form, or the opt-in word or QR code of your WhatsApp number. Also START in a chat, or a line you add by hand with proof.
- Each is a consent record: the person, the channel, the Entity, Opted In or Opted Out, the source, the proof and the date.
- Before any marketing message goes out on WhatsApp, the latest record for that person, channel and sending Entity must be Opted In.
- When someone writes only STOP (or UNSUBSCRIBE, STOP ALL, OPT OUT, OPTOUT), a record says so for the Entity of that number. START, SUBSCRIBE, OPT IN or OPTIN brings them back.
- An email's unsubscribe link records the withdrawal for email, takes them out of that sequence and puts the address on Do Not Contact.
- Managers read every record in Marketing > Audience > Contacts and Lists > Consent, and one person's history on the contact's Consent tab.
Everything it does
A consent record
- Channel: Email, WhatsApp, SMS, Instagram, Messenger, Web Chat or App Notifications
- State: Opted In or Opted Out; the latest record counts
- Entity: the one it was given to; a record with no Entity counts for every Entity
- Source: Form, Ad, QR Code, Keyword, Started a Chat, Import (with proof), By Hand, Preference Page, Replied STOP
- Proof: the exact wording ticked and the page, the lead form and campaign, or the message they sent
- Recorded By and date; a record is made only when the state changes
What is needed to send
- WhatsApp marketing (sequences, journeys, broadcasts): an Opted In record for WhatsApp
- Email: an address, and no withdrawal for email; outreach also skips Do Not Contact
- Service replies in the inbox: refused only after the person withdrew from that channel
- Outreach and broadcast emails carry an unsubscribe link and the one-click unsubscribe header
Recorded by itself
- Form and lead ad consent lines, with the wording as proof; a form contact you already had confirms the email opt-in by email first
- The WhatsApp opt-in word, link and QR code
- STOP and START words in a chat
- Unsubscribe links in emails
- A reply sorted Asked to Stop (Growth), as an opt-out of that channel
Who uses it
Marketing ManagerReads and corrects consent records, and adds them by hand with proof.
Marketing UserSees a person's consent on the contact before messaging them.
ContactSays yes on a form, a QR code or a word, and says STOP or unsubscribes when they want.
Where you use it
- Web: Marketing > Audience > Contacts and Lists > Consent, and the Consent tab on a contact
- WhatsApp, Instagram, Messenger, web chat: STOP and START in the chat
- Email: the unsubscribe link
- Not in the phone app: this is done on the web. The SmartMy Marketing app covers chats, contacts, posts, leads and campaigns
What you control
Settings
- STOP and START words: fixed as listed
- The consent lines on each form and lead ad form
- Consent records by hand, with proof
Works with
SmartMy WebsiteNewsletter and pop-up sign-ups on your SmartMy Website become contacts with an email opt-in recorded.
Questions
Can we send a WhatsApp broadcast to our whole contact list?
Only to people with a WhatsApp opt-in. The others are skipped and counted, so ask them to opt in with your number's word, link or QR code.What does STOP do?
It records a withdrawal for that channel and the Entity of the number, with their message as proof. Marketing on that channel stops, and so do replies on it, until they send START.Can we prove consent under the DPDP Act?
Each record keeps the source, the exact wording or message, the page and the time. Whether that is enough for your case is for your adviser to say.Does importing a list record consent?
No. Add records by hand with the source Import (with proof) only when you have that proof.Is consent separate for each of our Entities?
Yes. Each record belongs to the Entity it was given to. An opt-in to one Entity does not let another send, and a STOP stops only that Entity.Related features
OUTREACHWhatsApp opt-in word, link and QR codeGive each WhatsApp number an opt-in word. Whoever sends it from your QR code, wa.me link or ad is opted in to WhatsApp marketing. Their message is kept as proof, and they get your reply.AUDIENCEDo-not-contact addresses and domainsKeep a list of email addresses and whole domains your outreach must never email: existing customers, competitors, people who asked. People who unsubscribe are added by themselves.AUDIENCEForms with their own page or an embed scriptBuild a sign-up or enquiry form in Marketing, share its own page or paste one script line into any website. Each entry becomes a contact with its consent and proof, joins your list and journey, and gives someone a follow-up task.AUDIENCELeads from Facebook, Instagram and Google lead adsLeads from your Facebook and Instagram lead forms, and from Google Ads lead forms by webhook, arrive as contacts with every answer. Each form sends its leads to a list, tags, a journey and a person who calls them.CHANNELS AND INBOXOne inbox for every channelWhatsApp, Instagram, Messenger, web chat and replies to your outreach emails come into one inbox. Your team assigns, tags, notes and answers every chat in one screen, with the 24-hour reply window shown on each chat.CAMPAIGNSBroadcasts on WhatsApp and email, at a set speed, with follow-upsSend one approved WhatsApp template or one email to a whole audience, now or at a set time. The speed keeps within your number's limit and your mail server's rate. Afterwards, follow up only the people who did not read, click or reply.
See your inbox and campaigns on it.
Tell us which channels your customers use, how leads reach you and how many people answer them. We will connect a channel with you and run your first journey.