> For the complete documentation index, see [llms.txt](https://docs.inogic.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.inogic.com/whatsapp4dynamics/features/consent-management.md).

# Consent Management

In WhatsApp4Dynamics, the behavior of a Consent Template depends on whether it is sent through a Utility session or a Marketing session. This section explains how consent management works when a Consent Template is sent through a Utility session.

When a Consent Template is sent using a Utility session, it is used to capture the customer’s consent regarding whether CRM agents are allowed to continue sending WhatsApp messages to the customer.

Based on the customer’s response, the system automatically updates the configured Compliance Field, which is a Boolean field stored within the customer’s CRM record.

* If consent is granted, the Compliance Field is updated to: Yes/ True
* If consent is denied, the Compliance Field is updated to: No/ False

<figure><img src="/files/iC0tXOMOFhA5bY5pmUBW" alt=""><figcaption></figcaption></figure>

This allows WhatsApp4Dynamics to automatically control messaging permissions based on the customer’s consent status.

### Consent-Based Messaging Behavior

The chat behavior in WhatsApp4Dynamics is dynamically controlled based on the value of the Compliance Field.

**If Consent is Granted**

* CRM agents can send normal WhatsApp messages
* Utility templates can be sent without restriction
* Customer communication continues normally

**If Consent is Denied**

* Messaging from WhatsApp4Dynamics  is restricted
* Only Consent Templates can be sent again for re-consent

This helps organizations maintain proper compliance while simplifying consent management.

### Benefits

* Automatically captures customer consent
* Eliminates manual updates to the Compliance Field
* Enforces messaging restrictions automatically
* Maintains accurate compliance tracking
* Improves customer communication management

### How to Configure Consent Templates

Before creating a Consent Template, ensure that a Compliance Field is configured within the respective Record Type. This field is used to control messaging permissions.

**Step 1: Create a New Message Template**

Navigate to: Configuration → Message Template

Click: + New Message Template

<figure><img src="/files/6SX5HmL31wVCfzulhE9y" alt=""><figcaption></figcaption></figure>

**Step 2: Select Template Type**

Choose: Consent Template as the Template Type.

<figure><img src="/files/j8FTlwrookUjE2tHnrLL" alt=""><figcaption></figcaption></figure>

**Step 3: Select Record Type**

Select the Record Type for which the consent template should be used.

Example:

Contact

Lead

Account

<figure><img src="/files/SdzqDzGtcivEFzOkKfrO" alt=""><figcaption></figcaption></figure>

**Step 4: Select the Template**

Choose the required WhatsApp template that will be sent to the customer.

<figure><img src="/files/uvoJQJecx0ixyUYntAS5" alt=""><figcaption></figcaption></figure>

**Step 5: Save and Publish the Template**

1. Click: Save

<figure><img src="/files/9R8zf4Tlmlkm9HtLKxYW" alt=""><figcaption></figcaption></figure>

2. Then click: Publish

<figure><img src="/files/wegVFzUslPGwg2DJA5Mt" alt=""><figcaption></figcaption></figure>

The Consent Template is now ready to use.

**Step 6: Configure Opt-In and Opt-Out Templates**

After creating the Consent Template, configure:

* Opt-In Template

<figure><img src="/files/gJGS3Gyh3USJ6Wm38uYO" alt=""><figcaption></figcaption></figure>

* Opt-Out Template

<figure><img src="/files/TNhnbpxtybbPig8kyjxv" alt=""><figcaption></figcaption></figure>

These templates help the system identify whether the customer has accepted or denied consent.

**Example:**

| Customer Response | Template Type |   |
| ----------------- | ------------- | - |
| Yes, I Agree      | Opt-In        |   |
| No, Thank You     | Opt-Out       |   |

Based on the customer’s response, WhatsApp4Dynamics automatically updates the Compliance Field in the corresponding CRM record.

### Consent Template Behavior on Chat UI

If the Compliance Field for a customer record is set to: No / False, only the Consent Template will be available for CRM agents to send from the Chat UI.

<figure><img src="/files/DWHleAiBZvQoffOQI3GB" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/N4pShRakVktObYzXDSIv" alt=""><figcaption></figcaption></figure>

Once the customer provides a positive response, the Compliance Field is automatically updated to: Yes / True. After the Compliance Field is updated, CRM agents can continue communicating with the customer without restrictions.

<figure><img src="/files/5JZBZw8toSEX6KZymOZX" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/OjSUlJeBBR7pWk1S31CJ" alt=""><figcaption></figcaption></figure>


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