WhatsApp chatbots have been massively successful as sales and customer support tools for businesses of all sizes. They are user-friendly, infinitely scalable and can have deep intelligence built into their automated conversation flows with the WhatsApp Business API in conjunction with solution providers such as Karix.

Since WhatsApp has become ubiquitous with the act of texting, it is of course important that the platform does not become a minefield of spam and unsolicited promotions. As a result, WhatsApp recommends that a business should collect a clear opt-in from the user before they can start sending any further communication. This will reduce the chances of people receiving your messages to mark them as spam, thereby reducing your quality score.

Why do we need opt-ins?

An opt-in message on WhatsApp is an explicit form of consent given by the user to the third party, acknowledging their interest in a product or service and allowing the third party/business to contact them with additional information.

This is in accordance with the CAN-SPAM Act of 2003, and the GDPR, both of which have outlined strict and unambiguous regulations for what constitutes spam on the Internet.

Specifically, a business must meet the following two requirements when they are collecting a WhatsApp opt-in

• The language for the opt-in message must be in the following format – “receive , , on ”
• The opt-in must happen through a visual element (such as a checkbox), should clearly display the WhatsApp logo (further clarifying they are agreeing to a WhatsApp chat) and should give the user the option to choose which number they want to receive further communication on

Tip: Make sure it is easy for people to opt-out

To make sure you have the best possible chance for success, you should also give users a clear and obvious way to opt-out and unsubscribe from your marketing communications.

They may no longer need the product or service you are offering or simply don’t want to hear from you. If you don’t offer people a chance to opt-out and continue sending them messages, you will likely get your number marked as spam, reducing your overall quality score and diminishing your ability to send messages to customers who actually want to hear from you.

How do I collect more WhatsApp Business opt-ins for my brand?

Tip #1 – Use WhatsApp pop-ups on your website home page

Your website is the face of your brand on the Internet. As a business that wants more opt-ins, make sure you feature your WhatsApp number prominently on the home page.

In addition, you can put a website pop-up, or pop-in which reminds users about your WhatsApp customer channel as they are about to navigate away or to a different section.

Tip #1 – Use WhatsApp pop-ups on your website home page

Your website is the face of your brand on the Internet. As a business that wants more opt-ins, make sure you feature your WhatsApp number prominently on the home page.

In addition, you can put a website pop-up, or pop-in which reminds users about your WhatsApp customer channel as they are about to navigate away or to a different section.

Tip #2 – Replace your existing chat system with a WhatsApp chat bubble

If you are using a different chat solution or have not installed a live chat feature on your website yet, make it a priority to get a WhatsApp live chat bubble going. Make it the central hub for website visitors who want to get in touch with you.

Tip #2 – Replace your existing chat system with a WhatsApp chat bubble

If you are using a different chat solution or have not installed a live chat feature on your website yet, make it a priority to get a WhatsApp live chat bubble going. Make it the central hub for website visitors who want to get in touch with you.

Tip #3 – Put Click-to-WhatsApp links on your banner and display ads

If you are running display ads on Facebook/Instagram or other platforms, use a click-to-WhatsApp link on a separate landing page created specifically for the campaign.

If you have banner space on your most popular pages, add a reminder graphic that can click to your WhatsApp chat.

Tip #3 – Put Click-to-WhatsApp links on your banner and display ads

If you are running display ads on Facebook/Instagram or other platforms, use a click-to-WhatsApp link on a separate landing page created specifically for the campaign.

If you have banner space on your most popular pages, add a reminder graphic that can click to your WhatsApp chat.

Tip #4 – Use multiple touchpoints to let people know about your WhatsApp service (SMS/Email/Social/IVR)

This requires some finesse, because on one hand you want to make sure that you are shouting from the rooftops (metaphorically speaking) to let people know about your shiny new WhatsApp customer service channel. But on the other hand, you don’t want them to receive a dozen different notifications at the same time via SMS, email, phone call and Facebook direct message informing them about the same thing.

Tip #4 – Use multiple touchpoints to let people know about your WhatsApp service (SMS/Email/Social/IVR)

This requires some finesse, because on one hand you want to make sure that you are shouting from the rooftops (metaphorically speaking) to let people know about your shiny new WhatsApp customer service channel. But on the other hand, you don’t want them to receive a dozen different notifications at the same time via SMS, email, phone call and Facebook direct message informing them about the same thing.

Tip #5 – Allow customers to continue and initiate transactions over WhatsApp

Look at adding WhatsApp as a touchpoint in your existing customer journeys.

For example, if you are a travel company, you can prompt a WhatsApp opt-in during the booking process by offering to send boarding passes and invoices straight to their WhatsApp.

When they are at a moment of indecision during the purchase process, this opt-in helps them get back on track and makes them more likely to finish the purchase. This kind of opt-in works well for businesses in the logistics, food delivery and retail industries.

Tip #5 – Allow customers to continue and initiate transactions over WhatsApp

Look at adding WhatsApp as a touchpoint in your existing customer journeys.

For example, if you are a travel company, you can prompt a WhatsApp opt-in during the booking process by offering to send boarding passes and invoices straight to their WhatsApp.

When they are at a moment of indecision during the purchase process, this opt-in helps them get back on track and makes them more likely to finish the purchase. This kind of opt-in works well for businesses in the logistics, food delivery and retail industries.

Tip #6 – Put your WhatsApp front and center on the “Contact Us" page

If customers have something to tell you, make sure they know on the contact page that they can send in their questions over WhatsApp. Instead of them having to wait for minutes and hours (if you are using email), they can have a user agent assigned to them in seconds over WhatsApp.

The immediacy moves customers through the sales funnel much quicker and you can guide them through it at every step.

Tip #6 – Put your WhatsApp front and center on the “Contact Us" page

If customers have something to tell you, make sure they know on the contact page that they can send in their questions over WhatsApp. Instead of them having to wait for minutes and hours (if you are using email), they can have a user agent assigned to them in seconds over WhatsApp.

The immediacy moves customers through the sales funnel much quicker and you can guide them through it at every step.

Tip #7 – Add a WhatsApp option on your sign-up and query forms

If you are collecting user information via a sign-up form, make sure to put your WhatsApp as an option to offer them priority customer service. This lets them know they are well cared for, and help is just a chat message away.

Tip #7 – Add a WhatsApp option on your sign-up and query forms

If you are collecting user information via a sign-up form, make sure to put your WhatsApp as an option to offer them priority customer service. This lets them know they are well cared for, and help is just a chat message away.

Tip #8 – Add QR codes to your marketing material and physical stores

To supplement your online efforts to generate more opt-ins, make sure you have WhatsApp banners and QR codes visible clearly in important locations at your brick-and-mortar store locations. Print your WhatsApp QR codes on the baggage and any branded gear you may have at the store.

Tip #8 – Add QR codes to your marketing material and physical stores

To supplement your online efforts to generate more opt-ins, make sure you have WhatsApp banners and QR codes visible clearly in important locations at your brick-and-mortar store locations. Print your WhatsApp QR codes on the baggage and any branded gear you may have at the store.

Tip #9 – Tell your customer service reps to mention your WhatsApp service on calls

It is always a good idea to remind your customers on sales or support calls that you have a WhatsApp service channel ready for them to take full advantage of at a moment’s notice.

Tip #9 – Tell your customer service reps to mention your WhatsApp service on calls

It is always a good idea to remind your customers on sales or support calls that you have a WhatsApp service channel ready for them to take full advantage of at a moment’s notice.

Tip #10 – Respect your prospect’s time and don’t spam them

WhatsApp gives your business unprecedented access to your customers and prospects. However, the way to achieve lasting success for your WhatsApp campaigns and have customers enthusiastically recommending your service and your brand to their friends is to respect their time.

If you send out low-effort or too much marketing communication to your audience, you will be marked as a spammer in no time. Give people the right information at the right time.

Tip #10 – Respect your prospect’s time and don’t spam them

WhatsApp gives your business unprecedented access to your customers and prospects. However, the way to achieve lasting success for your WhatsApp campaigns and have customers enthusiastically recommending your service and your brand to their friends is to respect their time.

If you send out low-effort or too much marketing communication to your audience, you will be marked as a spammer in no time. Give people the right information at the right time.

With this guide, you are well on your way to rapidly improving the number of opt-ins for your WhatsApp Business channel. However, as a great man once said, “with great power comes great responsibility.” Treat your customers with respect, focus on nurturing relationships with an attention to detail and you will have your WhatsApp campaigns doing well for years to come.