To protect your number's reputation and avoid bans, you must give your customers a quick and simple way to stop receiving your marketing messages.
This guide shows you how to set up an automatic unsubscribe (opt-out) system using the keyword "STOP".
Unlike email, a "Spam" report on WhatsApp has an immediate and severe impact. If too many customers use WhatsApp's native block button, Meta will restrict your sending capacity.
By offering your own unsubscribe system:
You protect your account: A click on your unsubscribe button is seen by Meta as a positive interaction, unlike a block.
You clean up your list: You only pay to send messages to people who are actually interested.
You stay compliant: You comply with data protection regulations (GDPR).
We recommend a two-step approach to make sure the unsubscribe option is always visible and working.
For every marketing template you create, we recommend adding these two elements:
The footer: Always add the text line: "Send STOP to unsubscribe". This lets the customer know they are in control, even if they do not see the buttons.
The quick reply button: Add a button labeled "Unsubscribe" or "STOP".
Button setup: The text sent by this button must be exactly "STOP".
The opt-out automation is no longer located in the classic Automations section. It now lives in your settings, under a dedicated section, and comes preconfigured by default on every Kanal account. You do not need to create it: just adapt it to your brand.
To access it:
In your Kanal interface, click Settings.
Go to the Opt Out section.
There you will find your automation already active, ready to be customized.
From this screen, you can:
Edit the wording of the confirmation message sent to your customers when they unsubscribe, so it matches your brand's tone.
Add extra languages, so your customers receive the confirmation message in their own language (useful if you sell in several markets).
Add trigger keywords on top of the ones already there by default (for example STOP, CANCEL, QUIT, etc.). Any incoming message matching one of these words automatically unsubscribes the contact.
Once your changes are saved, the automation applies immediately to all future incoming messages. No other setup is needed in the Automations section.
Once a customer has been marked as "opted out" by the automation:
Campaigns: Kanal automatically filters this contact out of your next campaign sends. It becomes impossible to send them a marketing message by mistake.
Automations: Marketing flows (like abandoned cart) also stop for this contact.
Transactional messages: Depending on your settings, the customer can still receive order confirmations or shipping updates, since these messages are not considered marketing.
Do not try to hide the option: The easier it is to leave, the more qualified the remaining customers are.
Use a simple keyword: "STOP" is the international standard, understood by everyone and easy to type.
Analyze your unsubscribe rates: If a campaign generates an unusual volume of "STOP" replies, look at the message content or the targeted segment; it was probably too intrusive or not relevant.
By setting up this unsubscribe automation, you turn a legal requirement into a quality management tool, ensuring the longevity of your WhatsApp sales channel.
