Opt-Out Handling
Customers can opt out of marketing messages by replying STOP on WhatsApp. Level respects opt-outs across all marketing flows.
Opt-out keywords
Level matches these inbound messages as opt-out:
- STOP, unsubscribe, opt out, cancel, end, quit
- Prefixes like “stop …” or “unsubscribe …”
Opt-in keywords
Customers can re-subscribe with:
- START, subscribe, opt in, yes
What happens on opt-out
| Flow | Effect |
|---|---|
| Campaigns | Message fails or stays deferred; no retry |
| Abandoned cart | Recovery marked dead; no further touches |
| COD verification | Not affected — utility messages continue |
Opt-out is stored per WhatsApp Business Account + phone number.
Template requirement
All marketing templates must include opt-out language:
“Reply STOP to unsubscribe”
Level’s default marketing templates include this text.
Merchant responsibilities
- Only send marketing to customers with proper opt-in
- Honor STOP replies immediately (handled automatically by Level)
- See WhatsApp opt-in for compliance guidance
Related
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