WhatsApp Opt-out functionality

WhatsApp Opt-out functionality

Introduction

We have this feature wherein leads/applicants are provided with an option to opt out from receiving further WhatsApp communication. This feature will help in enhancing the lead/applicant experience as well as optimize the operational process of the counselors. This will also help in maintaining the WhatsApp Business account health for all the clients. It will also ensure that we tend towards the preferred mode of communication as per user persona.

As per this functionality, we can now capture the intent of the leads/applicants with regard to their willingness to receive further WhatsApp communications. 

Why was it enhanced?

This enhancement will primarily solve two major purposes:

  • Enhancing the experience of the leads/applicants who do not want to receive any WhatsApp communication on their mobile number
  • Reducing the operational efficiency of the counselling team by ensuring that they do not engage with the wrong target audience via the WhatsApp channel

What has been enhanced?  

In this enhancement, we have come up with a feature wherein “WhatsApp Opt-out preference” can be enabled with the help of the configuration settings. Once this configuration is enabled, a field capturing the intent in a Boolean format shows up in Lead Manager, Application Manager as well as Marketing Automation.

We can filter out the leads/applicants based on their WhatsApp opt-out preference in LM/AM. Also, the corresponding column can be added in LM/AM to view the WhatsApp opt-out preference in a listing format.

Also, the WhatsApp opt-out preference filter can be used in the Marketing Automation and the subsequent flow can be created to cater to the requirements.

How will the feature appear?

The WhatsApp opt-out preference can be enabled 

  • Navigate to "Settings" in the menu.
  • Click on "Institute Configurations."
  • Select "Manage Registration Fields."
  • Go back to "Settings."
  • Choose "Communication Preference Fields."
  • Select for "WhatsApp Opt-out preference."

Please find the image below to see the configuration in a pictorial format:

Also, the student's intent can be captured from the Student dashboard by visiting the “My Communications” tab. Please find the screenshot below:

Conclusion

With this enhancement, you can now effectively respect a lead's communication preferences by enabling the WhatsApp opt-out option—leading to improved user experience, more targeted outreach, and healthier WABA performance.

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