The opt-out feature gives your customers the ability to stop receiving messages from your chatbot or live chat. This is an important feature to provide an easy way for people to unsubscribe if they no longer want to receive communications. If customers feel messages are unwanted or spam, they may report or mark the messages as spam. This can have a negative impact on your account quality and ability to send future messages.

To avoid being marked as spam and losing account quality, it's best to proactively allow customers to opt-out from receiving messages with a simple opt-out command or option. The opt-out feature automatically maintains a list of users who have opted out, ensuring they don't continue receiving messages. This improves the customer experience and perception of your brand. Having a clearly provided opt-out helps prevent spam reports that can degrade your account standing.

The opt-out feature allows your customers to stop receiving messages from your chatbot or live chat flows. To set this up follow the steps mentioned below:

Step 1 : Navigate to the Broadcasts > Message Templates and Click "Create New Template".

Step 2 : Select "Create from scratch".

Step 3 : Enable the opt-out toggle button.

Step 4 : This will add a default "Stop promotions" button as a Quick Reply option. You can keep this text or modify it for your opt-out button.

When creating a broadcast, you need to tag this Quick Reply opt-out button

Any user who clicks the tagged opt-out button will be marked as opted-out. Your bot can then check for this opted-out tag to stop sending future broadcasts to those users

By following these steps, you'll have an easy opt-out process for your customers. The key is toggling on the opt-out in message templates, then tagging that button when using the template for broadcasts. This allows you to respect opt-out requests and maintain a good sending reputation.

After enabling the opt-out toggle in your message templates, you'll need to set up how the opt-out process works when sending broadcasts. This gives customers an easy way to unsubscribe and stops future messages from being sent to those who opt-out.

Step 1 : Go to the Broadcasts > Broadcast History and click on the "+Create New Broadcast" button

Step 2 : Select the message template you want to use that has the opt-out toggle enabled.

Step 3 : You'll now see an option to tag a particular button as the "opt-out" button. Choose which quick reply button you want to use for opt-outs.

Step 4 : When sending the broadcast, there will be a toggle to "Exclude users who have opted-out"

Leave this toggled on to automatically skip anyone who has previously opted-out

By tagging the opt-out button and excluding opted-out users, your broadcasts will seamlessly respect unsubscribe requests. Anyone clicking that tagged opt-out button gets added to the opted-out list. With the exclusion toggle on, they won't receive that broadcast or any future ones unless they opt back in. This makes opting out a straightforward process for your customers.

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