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

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

Step 2: Select Template Type

Choose: Consent Template as the Template Type.

Step 3: Select Record Type

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

Example:

Contact

Lead

Account

Step 4: Select the Template

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

Step 5: Save and Publish the Template

1. Click: Save

1. Then click: Publish

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

• Opt-Out Template

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.

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.