Configure consent replies and WhatsApp safety
Set opt-out keywords and STOP/START replies, and understand how active marketing warnings differ from the safety checks on new sends.
Reviewed
Use the consent controls to make customer choices clear. Use WhatsApp safety settings to decide whether warnings should additionally pause active marketing. Neither control removes the checks on new message admission.
Set consent replies
- Open Settings > Conversations & inbox > Conversations with an Admin role.
- Review Opt-out keywords. STOP remains built in; you can add up to 10 additional keywords.
- Keep each extra keyword within 32 characters using letters, digits, underscores or hyphens.
- Write Reply to STOP and Reply to START. Each supports up to 500 characters.
- Save and confirm the new settings.
Write a reply that accurately describes the change. An explicit opt-out applies to the contact across the workspace. Do not phrase it as merely pausing one broadcast. Review messaging restrictions before restoring consent or clearing any provider restriction.
Make active marketing stricter
Open Settings > WhatsApp safety and review Pause active marketing campaigns on warnings.
Enabling the switch additionally pauses active marketing campaigns when yellow quality appears. Disabling it does not allow new campaigns or template tests on yellow quality.
Fresh, approved templates with explicitly pending quality and connected phones explicitly marked as not rated yet remain eligible under the other sending checks. Pending quality does not mean pending approval. Red quality, stale or missing information, legacy unknown values, disconnected senders, and unapproved templates still block the relevant admission.
A valid customer-service reply inside an open window has different rules from starting a marketing campaign. Do not use an aggregate quality colour as the sole explanation for every Inbox send failure. Inspect the exact sender, contact, window and template state.
Check after a change
Confirm the saved controls and use a permitted test conversation to review the consent response. Check the affected number and campaign before resuming work. Repeated retries or another key do not remove a customer opt-out or provider restriction.
Next: Manage number quality, review consent and segments, or manage broadcast outcomes.
Review account and workspace policies
Find current policy decisions, separate personal acceptance from workspace Admin acceptance, and recover access when a new policy version needs review.
Read Dashboard and SLO reports
Interpret dashboard activity and SLO promotion lag, flow completion and node dropoff without confusing operational measures with delivery or response-time guarantees.