New WABA Communication Opt-Out Feature - Enhancing User Control and Trust

As educational institutes increasingly leverage messaging platforms like WhatsApp to engage with potential candidates, the introduction of an effective communication opt-out feature is vital to ensure transparency, trust, and respect for user preferences.

One of the latest updates in the WhatsApp opt-out, is designed to prevent unwanted communication by respecting the preferences of students who choose not to receive further messages.

The Problem: Unwanted communication and Lead creation

Educational institutes have been using WhatsApp as a communication tool to engage with prospective students under the RAW data module. When a student replies to a message, a new lead is automatically created in the system, opening the door for follow-up actions and engagement.

However, an issue has emerged where if a user replies with an unsubscribe or stop word (e.g., "STOP," "UNSUBSCRIBE"), signaling their desire to opt out from further communication, the system still creates a new lead. This inadvertently triggers additional unwanted messages, follow-ups, and notifications, causing frustration for users who have explicitly opted out. And WABA number reputation impact too.

The Solution: Streamlined Opt-Out mechanism

The new WABA communication opt-out feature addresses this issue by introducing a more intelligent system that automatically prevents lead creation when a student replies with an unsubscribe word:

1. Clear Communication Preferences
   With the introduction of the opt-out feature, students can now explicitly indicate their desire to stop receiving communication. If a student responds with any predefined "unsubscribe" keywords, such as "STOP" or "UNSUBSCRIBE," the system will recognize this request and take appropriate action.
   Benefits:
   • Students are no longer bombarded with unwanted messages.
   • No leads will be created if the student has expressed disinterest, streamlining the process.
2. Prevention of Unwanted Follow-ups
   Once a student opts out, the system ensures no further communication is sent, preventing future follow-up tasks or assignments to the sales and engagement teams.
   Outcome:
   • This significantly reduces unnecessary administrative effort and ensures communication is aligned with the student's preferences.
3. Enhanced Trust and Transparency
   With this new system, prospective students can rest assured that their communication preferences will be respected.
   Outcome:
   • Students are more likely to trust institutions that honor their request to cease communication.
   • The opt-out process adds an extra layer of scrubbing, contributing to a positive experience.

System Behavior: Automatic Lead Suppression and Opt-Out Flag

When a student replies with an unsubscribe keyword, the following actions take place:

• No Lead Creation: No new lead will be created in the system for the student who has opted out, and no subsequent actions (such as notifications or follow-up tasks) will be triggered.
• Status Update: The student's status in the lead management system (LM) will be updated to reflect their opt-out status. For instance, their status will show as "Opted-Out" or "Unsubscribed," signaling that they have withdrawn consent for further communication.
• Opt-Out Flag: A flag will be added to the student’s record to ensure that they are excluded from future marketing campaigns and any automated outreach related to prospective student engagement.
• Exclusion from future communication: Once a student is marked as "Opted-Out," they will be excluded from receiving any future WhatsApp messages, marketing material, reminders, or updates about educational programs. This includes both new and existing students.

Flexibility in Managing Unsubscribe Keywords

The system offers flexibility in managing unsubscribe keywords. College administrators can:

• Customize Unsubscribe Keywords: Institutions have the ability to modify or add up to five unsubscribe keywords directly through the user interface on the settings page. This allows colleges to refine the opt-out triggers based on their specific needs and preferences.
• Real-Time Updates: Any changes to the unsubscribe keywords list are applied immediately, ensuring the system remains current and responsive to user preferences.

Suppression Management

A comprehensive suppression management system will be available under the "WhatsApp" menu. This tool allows colleges to:

• View Opted-Out Students: Administrators can access a list of students who have opted out of future communication, providing full transparency and control over outreach efforts.
• Download Unsubscribe Data: Colleges can download an unsubscribe data file for record-keeping or analysis, making it easier to track opt-out requests and maintain clean communication lists.

By incorporating this WABAopt-out feature, colleges can significantly improve the student experience, ensuring that communication is efficient, respectful, and aligned with user preferences. This solution not only solves the issue of unwanted messages but also builds a foundation of trust and transparency between prospective students and the institutions they are considering.