|Opt-ins must be collected before you initiate a conversation with a customer||Yes – required||Yes – required|
|Consent must be collected via a 3rd party channel (e.g. email, website, customer service call, SMS, IVR, in-app, etc.)||Yes – required||Yes – desired|
|Active opt-in: customer must actively consent by entering their phone number / ticking a checkbox||Yes – required||Not required|
|Businesses must clearly state that a person is opting in to receive messages from the business over the chat app||Yes – required||Not required|
|The business name that a user is opting in for, must be clearly stated||Yes – required||Not required|
|A visual opt-in element is required (e.g. checkbox)||Yes – required||Not required|
|A customer initiating a conversation counts as opt-in||No||Yes|
|Businesses must retain proof of the customer opt-in consent||Yes – required||Yes – required|
|Customers need to be able to block the service from sending messages at any given time||Yes||Yes|
Note: please be aware that opt-ins are NOT required to answer user-initiated conversations. However, the conversation is restricted to the particular inquiry the user sent - and not extended as a 'marketing' opt-in. In case you wish to message the user after the inquiry has been closed, the opt-in is required. Companies can invite the user during the conversation for an opt-in, during the 24 hour support window.
This means that your business needs to collect the opt-in before you can initiate a conversation with a user. Check the table below for more information about opt-in management.