FAQ | WhatsApp Business

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If a Customer Reaches Out for Support, Does That Count As an Opt-in?


WhatsApp Business

Getting Started

Phone Numbers

Business Verification

Integrations & Testing

Message Types & Templates

Your WhatsApp Account

Compliance & GDPR, Opt-Ins


Payments & Billing

ISVs & Technical Integrators

WhatsApp Commerce Policy


If a customer reaches out for support via WhatsApp, does that count as an opt-in for other notifications?

No, this scenario does not count as opt-in. It only means the company can reply to that specific message—and that’s all. To send other notifications, consent must still be obtained using the ‘third party channel’ approach so the customer knows exactly what they are signing up to and what they can expect to receive.

      However, there is an exception to this rule—a customer support response being sent by the business outside of the initial 24-hour window. Because this message is part of the original customer support thread, the enterprise can still send a reply (using the issue_resolution tag).


      At the same time, businesses must clearly state that a person is opting in to receive messages from the business over WhatsApp. It should be clearly stated as well the business’ name that a person is opting in to receive messages from.


      Find more information on how to implement opt-ins with WhatsApp here.