Configure Single and Double Opt-In for WhatsApp Marketing Consent

Single Opt-In

In WhatsApp4Dynamics:

1. Navigate to the Configuration entity.

2. Open the desired Configuration, then go to WhatsApp Preferences.

3. In the Marketing section, set the Marketing Campaign toggle to Yes.

4. In the Consent section, set Opt-In For to Other Module(Sales module).

Creating Opt-in Message Template

1. Go to the Configuration entity.

2. Open the desired Configuration.

3. Navigate to Message Template.

4. Click on +new message template.

1. Set Template Type to Opt-In.

1. Enter the message content.

2. Click Save and Publish the template.

When a customer replies with the Keyword e.g. "Subscribe", the system automatically sends the Opt-In message template and updates the consent status.

Create Opt-Out Message Template

1. Repeat the steps above with:

2. Template Type: Opt-Out

• Keyword: unsubscribe

• Appropriate message content

1. Save and publish the template.

When a customer replies with keyword e.g. "Unsubscribe", the system sends the Opt-Out message and creates an Opt-Out record.

Single Opt-In via Customer Insights - Journeys

1. Navigate to the Configuration entity.

2. Select the desired Configuration and go to WhatsApp Preferences.

3. Enable the Marketing Campaign toggle.

4. In the Consent section, set Opt-In For to Customer Insights – Journeys.

Create Custom Consent in Customer Insights – Journeys

1. Open the Customer Insights – Journeys app.

2. Navigate to Change Area > Real-Time Journeys.

3. Go to Audience > Consent Center.

4. Under Custom Consent, click Create to define a new record.

Create a Journey in Customer Insights – Journeys

1. Open the Customer Insights – Journeys app.

2. Go to Change Area > Real-Time Journeys.

3. Navigate to Engagement > Journeys.

4. Click + New to create a new journey.

Consent status in Opt-In / Opt-Out Number records will determine message delivery.

Double Opt-In: Enhanced Consent Validation

The Double Opt-In feature adds a second confirmation layer, ensuring the customer explicitly agrees to receive marketing messages. Once the customer initially consents, a confirmation message is sent. Upon a positive response, a Double Opt-In record is created.

Enable Double Opt-In

For Other Module:

1. Go to the Configuration entity.

2. Open desired Configuration > WhatsApp Preferences.

3. Enable Marketing Campaign toggle.

4. Enable the Double Opt-In toggle.

5. In Opt-In For, select Other Module.

For Customer Insights – Journeys:

1. Open the desired Configuration.

2. Navigate to WhatsApp Preferences.

3. Enable the Marketing Campaign toggle.

4. In the Consent section, set Enable Double Opt-In to Yes.

5. Set Opt-In for Customer Insights – Journeys.

Create Consent Message Template

1. Go to the Message Template section.

2. Set Template Type to Consent Template.

1. Choose a Record Type.

2. Select the desired message template.

3. Save and publish the template.

Create a Marketing Form in Customer Insights – Journeys

To collect customer consent, a marketing form must be created within the Customer Insights module. This form should include a phone number field and must have the Purpose set to Transactional. Once configured, the form can be distributed to customers through multiple channels such as email, text message, or WhatsApp.

Upon submission of the form by the customer, a Transactional Consent record will be created in the Consent Centre. Simultaneously, a Single Opt-In record will be generated under the Opt-In and Opt-Out Number records in WhatsApp4Dynamics, capturing the initial consent status.

Steps to Create the form:

1. Open the Customer Insights – Journeys app.

2. Navigate to Change Area > Real-Time Journeys.

3. Go to Channels > Forms.

1. Click + New to create a new form.

2. Set Purpose to Transactional.

3. Add a phone number field.

1. Click Save and Publish.

Upon form submission, a Transactional Consent record and a Single Opt-In record are created.

Configure Compliance Profile (Customer Insights)

1. Open Customer Insights – Journeys.

2. Go to Settings > Compliance Profile > Default.

3. Under Consent Purposes, choose Transactional.

4. Set Custom Channel Enforcement Model to Non-restrictive.

Add Existing Configuration to Compliance Profile

1. Open the Customer Insights – Journeys app.

2. Navigate to the Change Area.

3. Select Settings from the menu.

4. Under Customer Engagement, click on Compliance Profile, then select the Default profile.

5. Go to the Configuration section.

6. Click Add Existing Configuration to link an existing setup.