When communicating with customers, it is important to know whether customers have given their consent to receive marketing messages through WhatsApp. This consent is referred to as marketing opt-in. Conversely, customers who choose not to receive or stop receiving marketing messages are referred to as opt-out. This information can help you determine which customers are eligible to receive broadcast messages.
To make it easier for you to identify customer consent status, the Mekari Qontak page displays marketing opt-in/opt-out information on the customer profile based on the WhatsApp number and associated business account. WhatsApp Consent is also equipped with the “Request WhatsApp Consent” feature to initiate an opt-in request to customers without leaving the profile page. This guide explains the information available under User Preferences and how to understand the customer’s marketing opt-in/opt-out status.
A. Understanding Consent Status
Log in to your Mekari Qontak account, then select the “Customers” menu.
Then, under the All customers submenu, click a Customer’s name.
In the Customer activity section, click the “Preferences” tab.
The Consent page displays the following data details:
| No. | Feature Name | Description |
| 1 | Contact | Displays the customer’s contact information. |
| 2 | Business account | Displays the business account connected to the customer’s contact. |
| 3 | Channel | Displays the channel used by the customer to interact, such as WhatsApp or Email. |
| 4 | Preference | Displays the customer’s communication preferences, such as Marketing opt-in or Marketing email. |
How to Read Preference Status
Consent status indicates the customer’s consent based on the associated Contact, Business account, and Channel.
-
Marketing opt-in
Indicates that the number has given consent to receive broadcast messages from the sender on the associated business account and channel.
Example: number +62xxxx on the Central Perk Promo business account via WhatsApp has Marketing opt-in status. This means that the number can receive broadcast messages from the Central Perk Promo sender. -
Marketing opt-out
Indicates that the number has not given consent or has chosen to stop receiving broadcast messages from the associated sender. -
View campaign
Indicates that the sender has sent a consent request to the number, but has not yet received a response. Select View campaign to see the campaign that is still awaiting a response.
- If no customer consent information is available, the page displays an empty state. Follow the instructions available on the page to continue.
- To submit an opt-in request to a customer, click “More Actions”, then select “Request WhatsApp consent”.
B. Conditions to Note
| No. | Scenario | Condition | System Display | Resolution |
| 1 | No consent data yet | The customer has never provided marketing opt-in/opt-out consent. | The page displays an empty state, not an error message. | Follow the instructions in the empty state to request the customer’s consent. |
| 2 | No campaign feature | Your account does not have the broadcast feature. | The Consent tab is not displayed. | Make sure the account has access to the broadcast feature. |
| 3 | No permission to view customer data | You do not have permission to view customer data. | The Consent tab and its data are not displayed. | Request the appropriate permission or use an account with access. |
| 4 | No WhatsApp number | The customer does not have a WhatsApp number. | The Request WhatsApp Consent feature cannot be used and displays a tooltip. | No action is required because this condition is expected. |
| 5 | Failed to retrieve consent data | The system failed to retrieve consent data. | The system displays an error message and an option to try again. | Try again. If the issue persists, report it to the Support team. |
| 6 | Customer has multiple business accounts | One WhatsApp number is connected to two or more business accounts. | Each business account is displayed in a separate row with its respective consent status. | Check the status in each row according to the associated business account. |
| 7 | Consent request has not received a response | The opt-in request has been sent, but the customer has not responded. | The Consent column displays View campaign if campaign data is available. If not, the column displays “-”. | Select View campaign to see the campaign that is still awaiting a response. There is no need to resend the request if the View campaign status is still available. |
This concludes the explanation of how to understand customer Opt-In Status for WhatsApp marketing campaigns on the Customer Details page.