Understand the rules for sending notifications through WhatsApp

Estimated reading time: 03 minutes.

Opt-in and rules

You can start a conversation with your users, even if they haven't previously spoken with your company: in this case, it's important that you first request their consent through an opt-in on your website to obtain authorization.

WhatsApp's opt-in is the process by which users grant permission or consent to receive messages from a company or organization on the WhatsApp application.

The application stipulates that for a company to send messages to a person, an opt-in permission is required confirming their desire to receive future communications. This is an important practice to ensure that companies do not send unwanted messages or spam to users.

When collecting this consumer consent, you must:

• Clearly state that the person is opting to receive communications from your company via WhatsApp;
• Specify which specific company this person is opting into (especially in the case of holdings);
• Comply with the laws applicable in your country. In the case of Brazil, it is important to consider LGPD.

Opt-in can be requested through various channels, some of which include:

• email;
• SMS;
• landing pages;
• forms in applications;
• company website;
• and even within WhatsApp itself.

The terms of the opt-in must be clear and indicate what types of message content will be shared with the user.

The company is responsible for making this request and also for managing the users who have provided opt-in. It's important to have this authorization documented, as it may be requested by WhatsApp Inc. at any time.

Check the specifications at: Opt-in Guide. Whenever sent, whether to start a conversation with a new user or to reconnect with a user outside the 24-hour window, the predefined message will be charged by WhatsApp.

Note that once the predefined message is sent, the 24-hour window will not start. If the user does not respond to the message, thus not opening the 24-hour window, it will not be possible to send other messages. If a second or third predefined message needs to be sent, regardless of whether the window is open or not, the notification sending will be charged.

The window will only start if the user responds to the notification: this way, subsequent messages and notifications within the indicated time will not be charged by WhatsApp.

Written By: Botmaker Team

Updated: 07/07/2024