Getting consent to message using WhatsApp Opt-In Flow

Refer to this topic to learn what to expect when you initiate a new WhatsApp conversation. 

Overview

WhatsApp Business Accounts are required to gain consent from WhatsApp users prior to messaging them. These opt-in messages are captured by the Movius platform for attestation purposes. 

Before you start

• Your organization has to enable the WhatsApp Messaging channel for it to be available in MultiLine. If not, you won't see the green WhatsApp messaging icon.

WhatsApp Opt-In Flow

When you try to send a message to a client with WhatsApp for the first time, you're required to get consent using an Opt In process. 

1. To start a new WhatsApp conversation:
   1. Select the WhatsApp icon for a contact.
      
   2. Select New Message, select WhatsApp, and enter the name or number of your contact.
      A prompt will appear asking you if you'd like to send the contact an Opt In message
2. Select Confirm to send the Opt-In.
3. After opting in, you can send messages that will be paused and only sent after the user accepts the opt-in. 
4. There are four possible outcomes:
   1. Contact doesn't have WhatsApp  You'll see a message letting you know your contact isn't a WhatsApp user, and ask if you'd like to send an SMS instead. Select Yes to go to the SMS message screen.
      
   2. Contact has WhatsApp- customer receives opt-in
       
      1. Contact accepts Opt-In request
         1. You'll see a confirmation message letting you know the contact has chosen to opt-in.
            
         2. Your contact will see a message letting them know they've opted-in.
         • Contact rejects Opt-In request
           1. If your contact rejects the Opt-In, you'll see a message letting you know. The send message field will be disabled for the contact.
           2. The customer will be informed of their Opt-Out status, and that it is possible to Opt-In at any time by replying "yes".
         • Contact doesn't respond to Opt-In request
           1. If your contact doesn't respond to the Opt-In, you'll be able to send a new one every 24 hours by selecting Resend Opt-In Request.