Help Center / WhatsApp and notifications · Concept
Consent and quiet hours
Which messages need the customer's permission, which are held at night, and which always go out.
Where to find itShopMarketing consent
- Who can use this
- Shop owner
Help CenterHelp CenterHelp Center / WhatsApp and notifications · Concept
Which messages need the customer's permission, which are held at night, and which always go out.
Your shop treats messages in two groups. Marketing messages need the customer's permission and respect quiet hours. Service messages do not.
| Message | Group | Consent needed | Held in quiet hours |
|---|---|---|---|
| Order updates, on any channel | Service | No | No |
| Sign-in and verification codes | Service | No | No |
| Return and courier updates | Service | No | No |
| Gift card to its recipient | Service | No | No |
| "Your gift is on its way" | Service | No, but a recipient who opted out on that channel is not messaged | No |
| Point-of-sale receipt | Service | No | No |
| Abandoned-cart reminders | Marketing | Yes, on that channel | Yes |
| Back-in-stock alerts by e-mail or WhatsApp | Marketing | The customer's request for the alert counts. An opt-out on that channel blocks it | Yes |
| Review request by e-mail | Marketing | Yes, for e-mail | Yes |
| Push campaigns you send | — | Not checked. The phone's notification permission decides | No |
Every marketing message carries a way out: an unsubscribe link, or WhatsApp's own Stop promotions button on a template. Opting out by replying STOP on WhatsApp works only where the platform has switched it on; the STOP replies card on the WhatsApp page tells you whether it is.
Marketing messages are not sent during quiet hours. They wait and go out when the quiet period ends.
Service messages ignore quiet hours. An order delivered at midnight still sends its update.
A contact who received a marketing message on a channel is not sent another on the same channel for a set number of hours afterwards. The limit is set by the platform and is 20 hours unless the platform changed it.
When a WhatsApp reminder or alert is held back for consent, Latest messages shows Skipped with "The customer has not opted in to WhatsApp offers (or opted out)."
A reminder that seems late was probably due during quiet hours.