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WhatsApp and customer experience

How to build a WhatsApp opt-in list the right way

Collect permission, not just numbers: checkout opt-ins, click-to-chat, QR codes on packaging, consent records, preferences and honest unsubscribe options.

By Orvexa TeamUpdated 3 min read
A family and shop staff choosing sarees together on the shop floor
Photo: Biswarup Ganguly, CC BY 3.0 · All photo credits
Key takeaways
  • Ask clearly, with an unticked box and a plain explanation of what you will send
  • Keep a record of who agreed, when and to what
  • Make it easy to stop, and honour opt-outs at once

A WhatsApp list is only valuable if the people on it want to hear from you. Buying numbers or adding people to groups without asking gets you blocked and breaks the rules. Build the list slowly and honestly.

  • WhatsApp's policies require businesses to have opt-in before sending marketing messages.
  • Privacy law expects clear consent for the purposes you state. India's DPDP Act treats consent as free, specific and informed, and gives people the right to withdraw it (DPDP guide).
  • Quality: blocks and reports reduce your sending quality and your reach.

Ways to collect opt-ins

  1. At checkout. Add an unticked box: "Send me order updates on WhatsApp" (essential) and another: "Send me offers and new arrivals" (optional). Keep them separate.
  2. Click-to-chat. A button or QR code that opens a WhatsApp chat with a pre-filled message such as "Hi, please add me to updates". The act of messaging you is a clear signal.
  3. Packaging inserts. A QR code and a line: "Scan to get restock alerts and early access."
  4. Product pages. "Notify me on WhatsApp when it's back in stock."
  5. Ads that open WhatsApp. The chat starts with the customer's own message.
  6. Offline. At events and pop-ups, with a clear spoken or written request.

What to say

State three things plainly: what you will send, how often and how to stop. For example: "We'll send new-arrival alerts about twice a month. Reply STOP any time."

For every number, store:

  • The number, name (if given) and time.
  • Where and how they agreed (checkout, QR, chat).
  • The exact wording shown at the time.
  • What they agreed to (updates, offers, restock).

This record helps if anyone questions your messaging, and supports a withdrawal request.

Honour preferences and opt-outs

Let people choose topics and frequency. When someone says stop, stop immediately, and remove them from all marketing lists. Do not message them again to ask why.

Keep the list healthy

  • Remove numbers that bounce or never engage after a long period.
  • Send fewer, better messages.
  • Segment: restock alerts for those who asked, offers for those who want them.
  • Watch the block rate. A rising block rate is a warning.

What not to do

  • Do not buy or scrape lists.
  • Do not add people to groups without consent.
  • Do not tick the box for them.
  • Do not use the number for something they did not agree to.

What to do next

Add two unticked checkboxes at checkout today, and a QR code to your next shipment. Then check your records after a month: how many agreed and how many opted out?

Frequently asked questions

Is a purchase enough permission for marketing?

Not on its own. Order updates are tied to the order, but promotional messages need a separate, clear agreement.

How often can I message?

As often as you told people you would, and only as often as it remains useful. For most small brands, two to four messages a month is plenty.

What if someone replies "stop"?

Stop sending marketing messages to that number, and confirm once. Keep the record that they opted out.

Topics:opt-inconsentwhatsapp marketingdpdplist building

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