WhatsApp Marketing is a sensitive channel. When done right, your customers will reward you with positive reviews and sales. However, certain customers don't necessarily want to hear from you, whatever the reason may be.
In such cases, customers typically end up reporting or blocking your number. A better way is for brands to proactively include a sentence at the end of their promotional WhatsApp broadcasts. Something like this:
To opt-out, reply STOP.
Not only does this inform your customer that you respect their wishes, but this also potentially leads the customer to opt-out instead of blocking or reporting you, which could have negative implications on your WhatsApp API number.
DelightChat can automatically read the response to a WhatsApp Marketing message and opt-out the customer.
Here's how you can set it up using the Automation Rules feature.
Automatically Opt-Out Customers From WhatsApp Marketing
Here is the exact configuration in Automation Rules:
WHEN
- Select the WhatsApp support channel
- Select both options - New ticket created, New message in ticket
IF
(All) of the below conditions match.
- Message body > Contains any of > (words that your customers will use to opt-out, such as "STOP")
- 1st reply to an automation/broadcast
You can optionally also include "Name of automation/broadcast" > Contains any of > and specify the exact name of the marketing automation or broadcast for which the opt-out rule should trigger.
THEN
- Auto Reply (WhatsApp Interactive Message) > Message Body (Such As,”Are you sure you want to unsubscribe?”) > Quick Reply Buttons > Button 1 (Such As, “Yes”) > Button 2 (Such As, “No”)
WhatsApp Interactive Message if a Customer replies “No”
WHEN
- Select the WhatsApp support channel
- Select option - New message in ticket
IF
(All) of the below conditions match.
- Message body > Contains any of > (words that your customers will use, such as "No")
- Name of automation rule > Contains any of > (Name of the Opt Out Automation Rule)
Then
- Auto Reply > (Type out a WhatsApp response to when Customer Selects No when asked to Unsubscribe, Such as “Okay, thanks.”)
WhatsApp Interactive Message if a Customer replies “Yes”
WHEN
- Select the WhatsApp support channel
- Select option - New message in ticket
IF
(All) of the below conditions match.
- Message body > Contains any of > (words that your customers will use, such as "Yes")
- Name of automation rule > Contains any of > (Name of the Opt Out Automation Rule)
Then
- Opt Out
- Auto Reply > (Type out a WhatsApp response to when Customer Selects No when asked to Unsubscribe, Such as “You have been unsubscribed successfully. You will no longer receive messages from us. If you wish to re-subscribe, kindly contact support.”)
WhatsApp marketing can be difficult, especially if customers begin reporting and blocking you. Instead, if you give them an option to opt out without a lot of hassles, it can help maintain your reputation. This complete automation response ensures customers who wish to opt-out are smoothly and politely unsubscribed from future messages.
