Opt-outs
WhatsApp Business policy requires that customers can stop receiving marketing at any time. WhatPro handles this for you: when a customer replies STOP to a campaign, they’re opted out, optionally sent an auto-reply, and excluded from every future campaign.
How a customer opts out
Section titled “How a customer opts out”A customer opts out by replying with a stop keyword (such as STOP) to a marketing message. WhatPro recognizes the reply and records the opt-out against the customer’s phone number for your store.
The opt-out applies to all marketing for your store, not just the campaign that triggered it. It also reflects back to Shopify: the customer is tagged with a Stop tag in Shopify Admin, so you can see opted-out customers there too.
Auto-reply and resubscribe
Section titled “Auto-reply and resubscribe”In the campaign’s message editor, the Opt-out and resubscribe section lets you configure automated replies:
- Opt-out auto-reply — a confirmation message sent when a customer opts out.
- Resubscribe reply — a message sent when a previously opted-out customer replies to opt back in.
These settings are saved on the campaign so the reply can be sent correctly even though campaign sends aren’t tied to a flow. If you don’t enable an auto-reply, the opt-out is still recorded silently — the customer is always opted out regardless of whether a reply is sent.
Opted-out customers are excluded
Section titled “Opted-out customers are excluded”Once a customer has opted out, they are automatically excluded from future campaigns:
- They are filtered out when a campaign’s recipients are resolved at launch — see /campaigns/audiences/.
- If an opt-out lands while a campaign is sending, the matching recipient is marked Skipped (opt-out) rather than sent — see /campaigns/reporting/.
This holds no matter which segment you pick, so you don’t need to manage opted-out customers manually.
Resubscribing
Section titled “Resubscribing”If an opted-out customer later replies with a resubscribe keyword, WhatPro clears their opt-out, removes the Shopify Stop tag, and reactivates their newsletter subscription. They can then receive campaigns again.
Tracking opt-outs
Section titled “Tracking opt-outs”The number of customers who have opted out is shown as Opt-outs (Stop) in the lifetime stats on the Campaigns list. Keeping an eye on this figure helps you gauge whether your messaging frequency or content is driving customers away.