This guide provides essential information for effectively using WhatsApp for customer interactions while adhering to the platform's opt-in requirements. It outlines the necessary steps to initiate conversations, ensuring compliance with regulations to prevent unsolicited messaging. Understanding the time limitations for opt-ins and potential error messages will help users navigate the system smoothly, making it easier to maintain customer engagement.

Opt-in for customers. 

You must use an Opt-in feature when sending initial outbound messages. The Opt-in feature is meant to prevent unsolicited marketing via the WhatsApp platform and this is not something MaxContact have control of, we have made it simple to use however. It does mean some specific steps are needing before initiating a conversation with a customer for the first time or after a certain period of time.

If you haven't contacted the customer before, you must send an opt-in template, these can be configured during your onboarding or via our support team. When you first attempt to message a customer, you need to select the template message button (appears at the bottom left of the conversation box). This will send the predetermined message to the customer with a built in 'Accept' button. The customer can agree to the conversation by either selecting the button or by replying to your opt-in message. Once the customer opts it, you can have a conversation.

If a customer has initiated a conversation via an inbound message and its the first time they have done so, you wont need to send a template. By sending in a message, they are automatically opting in. If they have been contacted before, either outbound or inbound and they send in a message, the same applies and they are automatically opting in by messaging you.


Time limitation for opt-in. 

Customers opting in, either from your initial message or by messaging in, are opted-in for 24 hours from their last correspondence. This means that if a customer doesn't message for more than 24 hours, you will have to send an opt-in message again to continue the conversation from your end, regardless of how many messages you have sent in the 24 hours from their last message.

If a customer messages in at any time, they will be automatically opted back in, as it was an inbound message.

NOTE - Messages sent to the customer after their last message but within the 24 hours, will be seen by the customer. If the 24 hours elapses, any further messages will not be received by the customer and the agent will receive an error message instructing them to send an opt-in message.


Possible errors. 

There are some error messages your agents may see under certain circumstances, for all other errors that are rare, see this guide.

RECIPIENT_NOT_OPTED_IN The opt-in message needs to be sent/resent to the customer.

OUTSIDE_ALLOWED_SENDING_WINDOW The 24 hours window has elapsed. You will need to send another opt-in message.

TEMPLATE_INSUFFICIENT_PARAMETERS A template fill point is blank on channel admin. A member of admin staff will need to edit the fields on the 'general' tab of the WhatsApp channel.


1. To initiate a WhatsApp interaction select the "Start new Interaction" button.


2. Select "WhatsApp"


3. Click the "Search Contacts..." field to search.


4. Select the contact required.


5. You will then have a blank WhatsApp message.


6. Select the WhatsApp queue you wish to send the message from (if available, this is important as each queue will have a different default message).


7. The default message will be displayed for the Queue you have selected.


8. To send the initial message, hit the "Send Template" button.


9. Once the message has sent, you cant send any more messages until they contact replies.


Tip: The Opt-in feature is meant to prevent unsolicited marketing via the WhatsApp platform and not something MaxContact have control of, we have made it simple to use however, it does mean some steps are needing before starting a conversation with a customer.


If you haven't contacted the customer before, you must send in the opt in template, these can be configured during your onboarding or via our support team. Once the customer opts it, you can have a conversation. Customers opt in by selecting an opt-in button that appears within WhatsApp or by simply replying to the initial message.

If a customer has initiated a conversation, you wont need to send a template, as by sending in a message, they are automatically opting in for 24 hours.

If the last message from the customer was more than 24hours ago, you will need to send another opt-in template.


10. You will see when a contact replies.


11. This will then unlock the ability to reply.