Opt-out (STOP)
The customer's request to stop receiving messages the business starts. Honoured immediately.
Any customer can reply STOP. From then on the business sends them no templates. They can still message the business themselves and get answers, and they can reply START to resume.
The assistant handles STOP and START as plain messages, in English, Hindi, Telugu, Tamil, Malayalam and Kannada, and keeps a list the owner can see with the OPTOUTS command.
Why it matters
Ignoring a STOP is the fastest way to a red quality rating and a complaint under the DPDP Act.
Related terms
- Opt-in (consent)The customer's clear yes to receiving promotional messages from a business.
- DPDP ActIndia's Digital Personal Data Protection Act, 2023: the law on consent, purpose and deletion for personal data.
- Quality ratingMeta's green, yellow or red score for a number, based on how customers react to its messages.
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