Consent and opt-out on WhatsApp

On WhatsApp, permission is not paperwork: it is what keeps your account healthy. Meta measures how many people block or report your messages, and an account with poor quality sends less until it can end up restricted. This page covers what you need before you message, and what Nexor does when someone asks to stop receiving messages.

​

Before you message

You need clear permission from every person you are going to message. A form, a checkbox the person ticks themselves, a conversation they started, or an explicit request are all valid. The permission has to say what kind of messages they will receive and on which channel. Old, purchased, or unconfirmed lists do not qualify. They are the fastest route to a restricted account, and the damage lands on your number, not on the list.

​

How a lead opts out

There are two paths and both do exactly the same thing.

​

By writing it

Nexor recognizes a closed set of phrases in Spanish, Portuguese, and English. The message has to be that phrase and nothing else: capitalization, accents, extra spaces, and trailing punctuation are ignored, but the phrase is not recognized inside a longer sentence. So Stop, STOP. and no recibir más!! are recognized. please stop and stop, thanks are not.

​

With the template button

Templates that Nexor generates for your account carry an opt-out button in the template’s language — Stop messages, No recibir mensajes, or Parar mensagens. Pressing it does the same thing as writing the phrase.

​

What happens when someone opts out

The moment the message arrives:

• The opt-out is saved together with the message that requested it, in a single operation. The message cannot end up recorded with the opt-out unapplied.
• Everything pending for that lead is cancelled: scheduled messages, reminders, and channel switches.
• Their cadence stops. The agent does not contact them again on its own initiative.
• The agent does not reply. Asking to opt out does not produce another message, not even a confirmation. That is deliberate: answering “stop messaging me” with more automated text is exactly what the person asked you not to do.

If you use cloud functions, a lead.unsubscribed event is emitted with the channel it happened on.

​

An opt-out is not only about WhatsApp

When a lead opts out in words, Nexor treats it as not wanting automated communication at all, not just on that channel. They stop receiving WhatsApp, outbound calls, email, and SMS, and anything scheduled on any of the four is cancelled. What still works: if that person calls you, the inbound call is answered normally. The opt-out stops what goes out, not what comes in.

​

It is not the same as a Meta block

These are two different situations and it is worth keeping them apart: Meta decides the second case and you cannot control it from Nexor. The first is the person’s explicit intent.

​

How a lead comes back

If the lead writes that they want to continue, they are reactivated. The return phrases are more flexible than the opt-out ones: it is enough for the phrase to appear inside the message, it does not have to be the whole message. When that happens: only the cadences that were paused by that opt-out resume, from where they stopped; the agent replies normally; and an entry is added to the lead’s timeline saying WhatsApp was reactivated. Coming back is easier than leaving, on purpose: a lead who wants to keep talking should not get stuck because they phrased it differently.

​

Where you see it

On the lead’s detail view, channels appear disabled with the reason. A lead who opted out offers no channel for manual contact — the dashboard never offers you a channel the engine is going to refuse. In the audience selectors for an edition, the lead appears excluded with the label Asked to stop receiving messages. From the API and from scheduled functions you can filter leads by their WhatsApp opt-out state, for example to measure how many opt-outs a campaign produced.

​

One case worth knowing about

A WhatsApp opt-out applies to the lead in that conversation. If the same phone number exists twice in your account as two separate leads, the duplicate stays reachable on WhatsApp. That does not happen on SMS: there the opt-out applies to the whole number and reaches every record with that phone. If you work with repeated imports or with several lead sources, it is worth checking for duplicates before a campaign. Two records for the same phone are two messages to the same person, and only one of them heard the opt-out.

​

Next steps