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Consent Management

Consent Management controls broadcast eligibility for WhatsApp customers. It is under Broadcasts → Audience → Consent Management.

Page subtitle: Broadcast eligibility — Opted in, Opted out, or Not on WhatsApp.

This is customer messaging eligibility — not the notification bell in the Inbox header (agent alerts).

  1. In the sidebar, open Broadcasts.
  2. Under Audience, select Consent Management.

Broadcast status​

Each person has one primary Broadcast status:

StatusMeaning for campaigns
Opted inEligible to receive broadcasts (default for new contacts).
Opted outExcluded from future campaigns.
Not on WhatsAppExcluded — number is not reachable on WhatsApp.

Statuses appear as badges in the list. Filter with All broadcast statuses or a specific status.

You can also search by name or phone.

Edit broadcast status​

  1. Open a row (edit / details).
  2. Set Broadcast status to Opted in, Opted out, or Not on WhatsApp.
  3. Hint under the field: Opted out and Not on WhatsApp are excluded from future campaigns.
  4. Save. Success: Broadcast status updated.

Changing Opted out or Not on WhatsApp back to Opted in asks for confirmation:

  • Dialog title: Change broadcast status
  • Confirm button: Change to Opted in

Marketing preference toggles may still appear on the form; the Broadcast status field is what campaigns use for exclusion.

Inbound STOP / UNSUBSCRIBE / CANCEL​

When a customer sends a WhatsApp message that is exactly STOP, UNSUBSCRIBE, or CANCEL (case does not matter), Kazenly sets their broadcast status to Opted out. Campaigns then skip them.

STOP inside a longer sentence does not opt them out. Marketing templates should still tell people to reply STOP — see Opt-out Instructions for Marketing Templates.

CSV overrides​

When you import a CSV with a wa_status column, those values can override the same three statuses on import (dry-run shows Overrides).

Why this matters​

WhatsApp and local rules require care before marketing broadcasts. Keep status aligned with how you collected numbers (forms, checkout, support opt-in) and with inbound keyword opt-outs above.