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How customers stop your marketing messages on WhatsApp: the Unsubscribed tag, the ready-made STOP and START automations and their exact words, tagging by hand, and WhatsApp's own opt-out.
Anyone who gets your offers and news on WhatsApp should be able to say "stop" and be heard. In Avox, that's one tag: Unsubscribed. Contacts with it are always left out of broadcasts, and two ready-made automations add it when someone replies STOP and take it off when they reply START.
Every Switchboard has one Unsubscribed tag, in Contacts > Tags & categories. It's an ordinary tag in most ways: it shows on contacts and in the Inbox, you can search and filter by it, and you or an automation can add it to a contact or take it off.
Two things make it different:
A tag named "Unsubscribed", in any capitals, added anywhere (by a person, an automation or the API) is that same tag.
The built-in chat signal Unsubscribed also marks these chats in the Inbox, so your team sees at a glance who asked to stop. It appears within about a minute of the tag being added and clears when the tag is taken off.
The automation library has two ready-made automations that look after the tag for you. Add them from AI Automation > Library (search "stop" or "start"), like any premade automation.
Added as Unsubscribe on STOP. When someone's whole message is one of these words, it adds the Unsubscribed tag and replies:
stop stop all unsubscribe cancel opt out optout opt-out
no more band karo बंद बंद करो
You're unsubscribed. We won't send you offers or updates here any more. If you change your mind, just reply START.
Added as Resubscribe on START. When someone's whole message is one of these words, it takes the Unsubscribed tag off and replies:
start subscribe resubscribe unstop opt in optin opt-in
Welcome back! You'll get our offers and updates here again. Reply STOP any time to stop them.
Each one sends a single text reply, so it uses 1 automation credit each time it runs. Adding or removing the tag is free. See Automation credits.
The reply goes out straight away, inside the 24-hour window the customer's own message opened, so no template is needed.
People don't always say STOP. "Please don't send me these", a call, an email: when someone asks to stop in any other way, add the Unsubscribed tag to them yourself, on their profile in Contacts, in the Inbox chat header, or on several contacts at once from the Contacts page.
Take it off only when that person asks to hear from you again.
Each broadcast's report also counts Asked to stop within 7 days: people who got the tag within 7 days of that broadcast. Its Recipients list can be filtered to Asked to stop to see who they are. See the report.
WhatsApp has its own switch: anyone can stop marketing messages from businesses in WhatsApp itself. When a broadcast reaches someone who has, WhatsApp refuses it, and the report shows it as Stopped marketing messages.
Avox remembers that answer. For the next 180 days, later broadcasts skip that person and the check shows them as "Stopped marketing messages from businesses in WhatsApp". They don't get the Unsubscribed tag: the choice was made in WhatsApp, and they can change it there. These answers never count towards a broadcast's automatic pause for failures.
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