Consent and opt-outs
Renotify checks consent before every message, on every channel, so you can’t send something a customer hasn’t allowed.
The rules
Section titled “The rules”Before sending, Renotify checks three things:
- There’s an address for the channel: a phone number for WhatsApp and SMS, an email for email.
- The address isn’t suppressed. An address is suppressed when the customer opts out on that channel.
- Marketing messages have consent. If the message is marketing, the contact must have agreed to marketing on that channel.
Utility messages (reminders, updates, confirmations) and authentication messages (codes) don’t need marketing consent, because the customer expects them. They still never reach someone who opted out.
Each automation and broadcast says which kind of message it sends. Choose honestly: WhatsApp also checks the category of every template, and charges by it.
A message that fails a check isn’t sent. It’s recorded with the reason (Customer opted out, No marketing consent, No phone or email on file), and an automation tries the next channel in its route.
How customers opt out
Section titled “How customers opt out”| Opt out | Opt back in | |
|---|---|---|
| WhatsApp and SMS | Reply with a keyword on its own: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT, PARAR, BAJA, STOPP or ARRÊT | Reply START, UNSTOP, SUBSCRIBE, OPTIN or RESUME |
| Use the unsubscribe link or the mail app’s Unsubscribe button | Ask you to add them back |
Keywords must be the whole reply, so “please stop by tomorrow” never unsubscribes anyone. Opting out takes effect immediately, applies to that channel, and is never passed to a chatbot to answer.
How consent is collected
Section titled “How consent is collected”Marketing consent is recorded per contact and channel, with where it came from:
| Source | Example |
|---|---|
| Added by a teammate | Ticking consent when adding a contact |
| Spreadsheet import | A “marketing consent” column in an import |
| API | "marketing_consent": {"whatsapp": true} on an event’s contact |
| Integration sync | Shopify’s or Mailchimp’s own marketing opt-in |
| Reply keyword | A START reply |
| Conversation flow | A chatbot step that asks |
| Reported by the channel | A provider telling Renotify about a change |
Every change is kept in the contact’s history. On the Business plan, updates to your systems send consent.granted and consent.revoked as they happen.