> ## Documentation Index > Fetch the complete documentation index at: https://docs.getnexor.ai/llms.txt > Use this file to discover all available pages before exploring further. # Consent and opt-out on WhatsApp > Get permission before you message, recognize how a lead opts out, and understand what they stop receiving when they do. 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. Check that permission is still current before a campaign. Someone who agreed two years ago to receive purchase confirmations did not agree to receive promotions today. ## 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. `stop` · `stop messages` · `stop updates` · `do not continue` · `do not want to continue` · `i do not want to continue` · `i don't want to continue` `no recibir mensajes` · `no quiero recibir mensajes` · `no recibir más` · `no quiero continuar` · `no deseo continuar` · `no quiero seguir` · `no deseo seguir` `parar mensagens` · `parar atualizações` · `não quero continuar` · `não desejo continuar` 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. A template you created by hand carries the buttons you defined. If you want every marketing template to offer a way out, review the ones you built yourself: the opt-out button is not added for you. ## 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: | What happened | What they stop receiving | | ------------------------------------------------------------ | ---------------------------------------------------------------------------- | | The lead opted out, in words or with the button | All automated communication, across the four channels | | Meta reports that the recipient blocked promotional messages | Promotional only. Operational messages and the other channels stay available | 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. `continue` · `i want to continue` · `yes i want to continue` · `do continue` `quiero continuar` · `sí quiero continuar` · `deseo continuar` · `quiero seguir` · `deseo seguir` `quero continuar` · `sim quero continuar` · `desejo continuar` 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. The pipeline board does not show the opt-out. It only shows whether the number became unreachable on WhatsApp, which is a different thing: see [Delivery and quality](/docs/en/guides/whatsapp/delivery-and-quality). ## 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 Meta's categories, the 24-hour window, and how to create templates. Account quality, sending limits, and what happens when a message is not delivered.