Opt-outs and subscriptions
Every contact is either Subscribed or Opted out. Opted-out contacts have asked not to get messages from your business, and KiliChat makes sure your templates, broadcasts and bots leave them alone. Respecting opt-outs is a WhatsApp rule, and it keeps your quality rating healthy.
How does a customer unsubscribe?
They send STOP or UNSUBSCRIBE to your number, as the whole message. KiliChat then:
- marks them Opted out;
- replies "You have been unsubscribed. Reply START to subscribe again.";
- stops any chatbot flow running for them.
Capital or small letters don't matter. A longer message that contains the word, like "please stop sending offers", doesn't count, so read those and opt the person out yourself.
How does a customer subscribe again?
They send START. KiliChat marks them subscribed again and replies "You are subscribed again."
What does an opted-out contact still get?
| Message | Sent to opted-out contacts? |
|---|---|
| Templates from the inbox | No: the Template button is greyed out |
| Broadcasts | No: they're skipped, with the reason "Opted out" |
| Sequences | No: the sequence stops for them |
| Chatbot flows, welcome and away messages | No |
| Replies typed by your team, inside the 24-hour window | Yes |
So if an opted-out customer writes to you with a question, your team can still answer. Their chat shows an Opted out badge so everyone knows.
How do I opt someone out myself?
One contact: open their chat, and in the contact panel under Consent, tick Opted out of messages.
Many contacts:
- On the Contacts page, tick the people (or use Select all N matching).
- Click Opt out and confirm.
How do I opt someone back in?
Untick Opted out of messages in their contact panel, or select them on the Contacts page and click Opt back in.
Only opt people back in if they asked
If someone sent STOP, only subscribe them again when they've clearly asked to hear from you, for example by sending START or telling your staff in person.
How do I change the opt-out words?
You need to be an admin.
- Go to Settings → Automation.
- Edit Opt-out keywords, separated by commas. The default is
STOP, UNSUBSCRIBE. - Click Save changes.
You might add words your customers use, like NO MORE or a Tamil or Hindi word. The word to subscribe again is always START, and the unsubscribe reply is always in English.
How do I see who has opted out?
- The Opted out count at the top of the Contacts page.
- Filters → Subscription → Only opted out on the Contacts page.
- The Status column says Opted out in red.
Do opted-out contacts count in my broadcasts?
They're never sent a broadcast. When you choose an audience for a broadcast, KiliChat shows how many people it can actually reach, and opted-out and blocked contacts are skipped when it sends.
What's the difference between opting out and blocking?
Opting out stops your marketing but still lets the customer reach your team. Blocking ignores everything from them. See Blocking a contact.
Should I delete opted-out contacts?
Usually not. If you delete them and later import the same number again, they'd be Subscribed again by mistake. Keeping them as opted out remembers their choice.