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WhatsApp

How to add a marketing opt-out button to a WhatsApp template

In Settings › WhatsApp › Templates › Create Template, pick the Marketing category and, under Buttons, add a marketing opt-out quick reply button. Then build a workflow that, when the customer taps the button, turns on Do Not Disturb for WhatsApp and sends a confirmation.

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Before you start

  • WhatsApp must be connected in Settings › WhatsApp.
  • The button only applies to new templates in the Marketing category. The template goes through Meta's approval like any other.
  • The button is optional but recommended: a customer who can't find a way to opt out usually blocks the number, and blocks lower your quality rating and hold back increases in your messaging limits.
  • To handle opt-outs automatically, you need permission to create workflows.
Where to find it

Settings › WhatsApp › Templates › Create Template › Buttons

Step by step

Create the template with the button

  1. Open Settings › WhatsApp and go to Templates.
  2. Click Create Template, name it, pick the Marketing category and the language.
  3. Write the header (optional), body and footer of the message.
  4. In the Buttons section, click Add Button and choose the quick reply button of the marketing opt-out type. Enter the button text, for example "Stop receiving".
  5. Submit the template for approval and wait until it is Active.

Handle the opt-out automatically

  1. Open Automation › Workflows and click Create Workflow › Start from Scratch.
  2. Add the Customer Replied trigger with the filters Reply Channel = WhatsApp and Contains Phrase = the button text (for example "Stop receiving"). Save.
  3. Add the Enable/Disable DND action, choose Enable DND for specific channels › WhatsApp and save.
  4. Add a WhatsApp action with a short free-form message confirming the opt-out (the 24-hour window is open because the customer just tapped the button). You can include a way to re-subscribe and a quick question about the reason.
  5. Publish the workflow.

Tips

  • After an opt-out, stop sending marketing to that customer from any of your WhatsApp numbers.
  • Don't put the button in every message. Use it in the first marketing message to a new contact, after a long pause without contact, and in campaigns aimed at low-engagement customers.
  • When a customer opts out instead of blocking, you learn why and can adjust your strategy.

Common problems

  • I can't find the marketing opt-out button → It only shows up on new templates in the Marketing category. Check the category before going to Buttons.
  • The customer tapped the button and kept getting campaigns → The handling workflow doesn't exist, isn't published, or the filter doesn't match the exact button text. Review the trigger and turn on DND manually on the contact record.
  • I want to keep sending appointment reminders to people who opted out → Opting out applies to marketing only. Make sure DND is on only for marketing WhatsApp and that service notices use Utility templates.
  • The template with the button was rejected → The reason is usually in the text, not the button. Review the content and resubmit.

Frequently asked questions

Is the button required?

No. But it reduces blocks and protects your number's quality rating.

Am I notified when someone opts out?

Yes: the button tap arrives as a reply in Conversations and can trigger workflows and internal notifications.

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