Managing Opt-in Opt-out on Conversational Connect Managing Opt-in Opt-out on Conversational Connect

Managing Opt-in Opt-out on Conversational Connect

Vonage API Support

Subject Matter Expert: Romil Shah, Staff Product Manager

 

Objective

To manage customers’ Marketing Opt-in consent using compliance keywords that govern when users can start or stop receiving messages, ensuring policy compliance while maintaining a clean, accurate, and fully consent-based subscriber list.

Applies To

  • Jumper.ai
  • Marketing Opt-in
  • Marketing Opt-out
  • Subscription
  • Broadcast
  • Bot Builder
  • CRM
  • Live Chat
  • Compliance Keywords
  • WhatsApp, RCS, SMS

Pre-requisites

  • Channels (RCS, WhatsApp, SMS) should be connected
  • For WhatsApp, message templates should be approved and available.
  • Ensure that the Vonage Opt-out Assist service is not enabled for RCS and SMS.

Procedure

A. Configuring Compliance Keywords

Compliance keywords allow businesses to manage Opt-in and Opt-out behaviour for a channel. When customers send one of these keywords, the system automatically identifies the intent and triggers the corresponding action or message. The following section explains how to access the Compliance Keywords page, add or remove keywords, and configure automatic response messages.


Accessing Compliance Keywords

  1. From the left navigation menu, go to Channels.
  2. Click on the channel (WhatsApp, RCS, or SMS) for which you want to configure the compliance keywords to open its configuration page.
  3. Scroll down and click Compliance keywords.

For WhatsApp:

For RCS:

For SMS:

Note: For SMS, compliance keywords will work only if the number supports two-way messaging.

  1. Click on Compliance keywords to be taken to the management page, where Opt-in and Opt-out keyword lists are displayed.
  • On the Compliance Keywords page, you will see two sections:
    • Opt-in Keywords: Words customers can text to start or resume communication.
    • Opt-out Keywords: Words customers can text to unsubscribe or stop communication.
  • If no keywords are added yet, the page will show:
    • “No Opt-in keywords added.”
    • “No Opt-out keywords added.”

  • When keywords are added, the page will display the following information:
    • Opt-in keywords: e.g., subscribe
    • Opt-out keywords: e.g., unsubscribe

  • Each section includes an edit icon. Click this icon to add or configure the keywords and auto-response message.

Adding or Editing Compliance Keywords:

  1. Click the edit icon next to the Opt-in or Opt-out section.

     2. On the Edit Compliance Keywords page, expand the Compliance Keywords section and locate the Enter keyword field.

     3. Type the keyword you want to add (e.g., stop, unsubscribe, resubscribe, opt out) and click Add.

Note: 

  • Emojis, symbols, and special characters such as comma (,) and hash (#) are not supported.
  • Keywords used as Bot Trigger Words cannot be used as Compliance Keywords, and vice versa.

     4. The added keyword will appear in the list (e.g., unsubscribe).

     5. You may add additional keywords based on your requirements.

     6. To remove a keyword, click the trash bin icon next to it.


Setting the Response Message

  • 1. On the Edit Compliance Keywords page, expand the Message section.

     2. Configure the message that customers will receive when a compliance keyword is triggered, and       review it in the Preview pane on the right. The configured message will be sent automatically whenever         the compliance keyword is detected.

        For WhatsApp: Select the appropriate WhatsApp template while configuring the message.

      For RCS: Select the appropriate message type and then configure the message accordingly.

       For SMS: Configure the text message.

Saving the configuration

  1.  After adding the compliance keywords and configuring the message, click the Save button in the top-right corner. Your compliance keyword rules will be applied immediately.

How it looks for the customer

  1.  For WhatsApp: Opt-out flow

     2. For RCS: Opt-out flow

 

B. Reviewing and Updating the Marketing Opt-in Status of Customers in the CRM

  • Reviewing the Marketing Opt-in Status of Customers in the Customer section

You can easily view whether a customer is Subscribed, Unsubscribed, or has No status for marketing communications directly within the Customers section.

  1. Navigate to the left navigation menu and click on 'Customers'.Under Customers, select Customers again to open the full customer list.
  2. Use the search bar at the top to search by the filers or scroll through the customer list.
  3. In the customer table, look for the column titled Marketing Opt-in Status.
  4. Under this column, you will see one of the following statuses for each customer:
  • Subscribed (Green): Customer has opted in to receive marketing communications.
  • Unsubscribed (Red): Customer has opted out of receiving marketing communications.
  • No status (Grey): Customer's opt-in/opt-out status is not recorded.

These values help you understand whether a customer has opted in to receive marketing messages.

  • Checking Marketing Opt-in Status by Exporting Customers' Details in CSV

  1. Navigate to the left navigation menu and click on Customers. Under Customers, select Customers again to open the full customer list.
  2. Use the Export Customers option at the top-right to export and download the CSV file.

     3. Download the CSV file from the email you received and open it.

      4. In the CSV, check the MarketingOptInStatus column to see whether each customer is subscribed,                  unsubscribed, or has no status.

Updating the Marketing Opt-in Status of Customers in the Customer section

  1. Navigate to the left navigation menu and click on 'Customers'.Under Customers, select Customers again to open the full customer list.

  2. In the customer list, find the customer you want to update and click the Customer Profile icon under the Actions column.

   3. Inside the customer profile, scroll to find the Marketing Opt-in Status field, where the current status     (Subscribed / Unsubscribed / No Status) will be displayed.

     4. Select the correct status from the dropdown (Subscribed, Unsubscribed, or No Status) that you want to update and save the changes.

Updating the Marketing Opt-in Status of Customers Using the Import Customer Option

Follow the steps below to update the Marketing Opt-in Status in bulk by importing a file.

  1. Navigate to the left navigation menu and click Customers. Under Customers, click Customers again to open the full customer list.
  2. Click Import customers at the top-right.

   3. Prepare your file and include a column named MarketingOptInStatus with the values Subscribed,   Unsubscribed, or leave it blank for No Status. 

Note:

  • If the Marketing Opt-in Status field includes Subscribed or Unsubscribed, the customer’s Marketing Opt-in Status will be updated to the new value.
  •  If the Marketing Opt-in Status field is blank, the system keeps the existing value for existing customers and sets No Status for new customers.
  • If the file does not include the MarketingOptInStatus column at all:
    • For existing customers, their current Marketing Opt-in Status remains unchanged.
    • For new customers, the Marketing Opt-in Status will be set to No Status.

    4. Select the Channel, and upload your file.

     5. In the column-mapping screen, map the MarketingOptInStatus column in your file to the Marketing     Opt-in Status field, and click Import to complete the process.

     6. After the import, the Marketing Opt-in Status will be updated according to the values in your file.


Updating the Marketing Opt-in Status of Customers via Live Chat

The following steps explain how agents can update a customer’s Marketing Opt-In Status within the Live Chat interface.

  1. Navigate to the Live Chat section.
  2. Use the Search bar to search for the customer, or use filters or scroll through the chat list.
  3. Select and open the customer conversation from the chat list.
  4. Click on the three dots (⋮) at the top right to open the Customer Info section.
  5. Expand the Customer Details panel.
  6. Scroll to the Marketing Opt-In Status field, click the dropdown, and select the appropriate status (e.g., Subscribed or Unsubscribed).
  7. Click Save to apply the changes.

The customer’s marketing preferences will now be updated in the system.

Note: If a customer is Unsubscribed, the system displays an additional alert in the conversation window, reminding the agent to be careful and reply only to inbound messages. No proactive or marketing outreach is allowed.

 

C. Setting up Marketing Opt-In/Opt-Out Buttons in Broadcasts for RCS

Marketing Opt-In and Opt-Out buttons allow you to capture customer consent with a single click, providing a seamless way to manage marketing preferences without requiring customers to type a response. These buttons can be added to Quick Replies, Rich Cards, and Carousel in your broadcast messages. Once the user clicks a button, they will receive the auto-response message configured in the Compliance keywords section.

  1. Navigate to the Broadcasts section in your Vonage dashboard and click Create Broadcast.

    2. Name the broadcast and select RCS as the channel.

    3. In Create message, choose your message type (Quick Replies, Rich Card, or Carousel) and compose your message.

    4. In the button settings, open Button Action, choose Marketing Opt-in or Marketing Opt-out, and add a clear label (e.g., “Subscribe to Updates” or “Unsubscribe”), and click save.

    5. Review the message and button in the Preview panel.

    6. Complete any other sections (Fallback message, Settings, Scheduling).

    7. Click Save & send to send your broadcast.

 

D. Setting up Marketing Opt-In/Opt-Out Buttons in WhatsApp Template

Marketing Opt-In and Opt-Out buttons allow you to capture customer consent with a single click, providing a seamless way to manage marketing preferences without requiring customers to type a response. These buttons can be added to Generic, Coupon Code, and Carousel Templates Quick Reply Buttons in your template messages.  Once the user clicks a button, they will receive the auto-response message configured in the Compliance keywords section.

  1. Go to Channels → WhatsApp → Message Templates

   2. Click Create New.

   3. Enter a template name, select the language, choose Marketing, and set the type to Generic / Custom.

   4. Choose a Header (optional), then enter your Body text.

   5. Click + Add New, set Button Type to Quick Reply, enter a label (e.g., “Unsubscribe”), set the action to Marketing Opt-out, and click save.

    6. You may add additional buttons and an optional footer.

    7. Review the preview and click Save Template. Your template will be submitted to WhatsApp for approval, and once approved, it can be used when sending broadcasts.

 

E. Setting Marketing Opt-In/Opt-Out Buttons in Bots

Marketing Opt-In and Opt-Out buttons let you capture customer consent with a single click, making it easy to manage marketing preferences without requiring typed responses. These buttons can be added to Quick Replies, Rich Cards, and Carousel messages for RCS, and to Quick Replies, Card, and List messages for WhatsApp. When a user clicks a button, they will automatically receive the response configured in the Compliance Keywords section.

  1. Open Bot Builder from the dashboard and click New Bot. 

   2. Enter the folder, bot name, description, channel, and trigger. Click on Start Building Bot.

   3. In the bot flow canvas, choose a message type, e.g. Quick Reply.

   4. In the Node Configurer under the Message Template section, configure the message and click the Add Button. Set the label (e.g., “Unsubscribe from offers”), choose the action Marketing Opt-out, and save.

     5. Add other steps if required, add the Ending point, validate and activate the bot. 

F. Using Marketing Opt-In/Opt-Out Status When Sending a Broadcast

When sending a Broadcast, the system automatically blocks messages to customers who have opted out (Unsubscribed). You can target your audience by filtering recipients based on their Marketing Opt-In Status:

  • Subscribed (Green): Customer has opted in to receive marketing communications.
  • No Status (Grey): Customer’s opt-in/opt-out status is not recorded. 
     

You can choose to send broadcasts to Subscribed, No Value, or Both.

  1. Navigate to the Broadcasts section in your Vonage dashboard and click Create Broadcast.

    2. Name the broadcast and select RCS as the channel.

   3. In Create message, choose your message type and compose your message.

   4. Review the message and button in the Preview panel.

   5. Configure Fallback message (Optional)

   6. In Settings, select the “By selecting filters from below” option and choose the appropriate value in the Marketing Opt-in Status filter. This filter is populated by default as Subscribed.

  • Subscribed
  • No Value
  • Both (Subscribed + No Value)

Important: Customers with Unsubscribed status are automatically excluded and will not receive the broadcast. 

 

  Add any additional filters as required to select the target audience, and click on Get the count..

 7. Click Save & send to send your broadcast.

 

G. Using Marketing Opt-In/Opt-Out Status as a condition in Bot Builder 

The Marketing Opt-in Status condition allows you to control how users move through a bot flow based on whether they have consented to receive marketing messages. By checking a user’s opt-in status, you can dynamically route them to different steps, such as showing a subscription prompt to unsubscribed users or skipping it for users who are already subscribed.

The available marketing opt-in statuses are:

  • Subscribed
  • Unsubscribed
  • No status

When to Use Marketing Opt-In Status

Use this condition when you want to:

  • Show promotional or marketing content only to subscribed users
  • Prompt unsubscribed users to opt in
  • Handle users whose consent status is unknown
  1. Open Bot Builder from the dashboard and click New Bot. 

  2. Enter the folder, bot name, description, channel, and trigger. Click on Start Building Bot.

   3. In the bot flow canvas, choose a message type, such as Text.

  4.  In the Node Configurer, under the Message Template section, configure the step name and message.   Then expand the Rules section and click Add New Rule.

  5. Add additional steps to route customers to the appropriate step based on their marketing opt-in status.

 6.  Return to the Check Marketing Opt-in Status step. In the Node Configurer, expand the Rules section and click Add New Rule to define a condition for this step and select the next target step (for example,         Already Subscribed).

   7. Under the Rules section of the Check Marketing Opt-in Status step, click Add Condition and select     “Check the Marketing Opt-in Status of the user.”

   8.  From the Check the Marketing Opt-in Status of the user dropdown, choose one of the following         options:

  • Subscribed: The user has opted in to receive marketing messages.
  • Unsubscribed: The user has opted out of marketing messages.
  • No Status: No marketing opt-in decision has been recorded.

   9. Set the Fallback (Else) path to handle any marketing opt-in statuses that are not matched by the defined rules. Click Go To and select Subscribe Now as the next step, for example.

      10. Add other steps if required, add the Ending point, validate and activate the bot.

 

H. Accessing Customer Subscription Report

The Customer Subscription Report provides a detailed view of customer subscription status within your channel. It allows businesses to track the number of customers who have opted in (subscribed), opted out (unsubscribed), or have no subscription status (No Status). This report is part of the Analytics → Customers section in the dashboard.

  1. Navigate to the left navigation menu and expand the  'Analytics’ section under Analytics, click on “Customers” to view the Customer-related report.
  2. Switch to the Customer Subscription Report tab located at the top-right of the Customer Analytics page.
  3. Select the desired Channel from the drop-down filter.

     

Key Metrics

The report provides the following key metrics:

MetricDescription
Total CustomersDisplays the total number of customers for the selected channel.
Opt-in (Subscribed)Number of customers who have opted in for marketing communications. Also shows the percentage of total customers.
Opt-out (Unsubscribed)Number of customers who have opted out of marketing communications. Also shows the percentage of total customers.
No StatusCustomers who have not been assigned a subscription status. Also shows the percentage of total customers.

Status Distribution

This pie chart allows you to quickly see the distribution of customer groups according to their marketing opt-in preferences.

  • Colour-coded for easy identification:
     
    • Purple: Opt-in (Subscribed)
    • Orange: Opt-out (Unsubscribed)
    • Grey: No status

Opt-in Trend

This line graph helps in understanding the trend of customers opting in over a selected period.

  • You can adjust:
    • Date Range: Specify start and end dates to view trends for a particular period.
    • Interval: Choose between daily, weekly, or monthly trends.

       

Additional Information:
     

*Subject Matter Expert: Romil Shah, Staff Product Manager*

 

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