RESPONSIBLE MESSAGING
Message people who want to hear from you.
How to collect consent, honour opt-outs, choose the right template category and follow the law in each market, with the checks ConvoHut builds in. Practical guidance, checked 28 September 2026.
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Illustrative example. Names and details are made up.
THE BASICS
Eight principles.
Ask first
Get clear opt-in for WhatsApp, naming your business, before you message. Keep a record of when and how.
Say who you are
Every message identifies your business and how to reach you.
Make leaving easy
An unsubscribe in every marketing message, honoured straight away, everywhere.
Be honest about the category
Promotional content is marketing, even inside an order update.
Respect the clock
No messages in the middle of the night, and no more messages than people signed up for.
Keep a human in reach
Automation should always hand over to a person when someone needs one.
Collect only what you need
Phone, name and what the message is about. No health details, card numbers or ID numbers in messages.
Stay out of trouble lists
Never buy, rent or scrape numbers.
HOW-TO
Guides.
COUNTRIES
Rules by country.
| Market | Headline | |
|---|---|---|
| 🇦🇺 Australia | WhatsApp messages that offer or promote goods or services are “commercial electronic messages” under the Spam Act when they have an Australian link. | Rules → |
| 🇳🇿 New Zealand | Commercial electronic messages, including instant messages, sent to, from or within New Zealand. A single message can be spam. | Rules → |
| 🇬🇧 United Kingdom | The ICO treats texts and direct messages as “electronic mail”. Treat WhatsApp marketing as covered by PECR. | Rules → |
| 🇪🇺 European Union | Direct marketing by “electronic mail” under the ePrivacy Directive, which is very likely to include WhatsApp. | Rules → |
| 🇺🇸 United States | Marketing templates aren’t delivered to US numbers; get written consent for other messages. | Rules → |
| 🇮🇳 India | Consent must be free, specific, informed, unconditional and unambiguous, with an itemised notice, and as easy to withdraw as to give. | Rules → |
| 🇸🇬 Singapore | Get clear, written consent for marketing messages to Singapore numbers, or check the Do Not Call Register first (results are valid for 21 days). | Rules → |
| 🇦🇪 United Arab Emirates | Consent or another legal basis to process personal data. | Rules → |
| 🇿🇦 South Africa | Direct marketing by electronic communication needs consent, or the recipient must be an existing customer. | Rules → |
MATRIX
Consent at a glance.
| Market | Marketing consent | Unsubscribe | Identify sender |
|---|---|---|---|
| Australia | Express or inferred | Within 5 working days | Yes |
| New Zealand | Express, inferred or deemed | Within 5 working days | Yes |
| United Kingdom | Consent or soft opt-in | Promptly; in every message | Yes |
| European Union | Consent or soft opt-in (varies) | Promptly; in every message | Yes |
| United States | Written consent recommended | Within 10 business days (FCC) | Yes |
| India | Consent with itemised notice (DPDP obligations from 13 May 2027) | As easy as giving consent | Yes |
| Singapore | Clear written consent or DNC check | Include an unsubscribe | Yes |
| South Africa | Consent or existing customer | In every message | Yes |
Summary only. Read the country guide and get advice for your situation.
IN THE PRODUCT
How ConvoHut helps.
HOW CONVOHUT HELPS
- A compliance review for each market before an automation or campaign goes live, covering consent, an unsubscribe option in the template and your sender details.
- Every contact has a consent status, visible in the inbox next to the conversation.
- Opt-outs stop journeys for that contact and exclude them from future marketing messages.
- Quiet hours by market, so messages aren’t sent in the middle of the night.
- A confirmation step before any campaign is sent, with the Meta cost shown first.
ACCEPTABLE USE
Our own rules for customers.
Our Acceptable Use Policy prohibits bought or scraped lists, messaging without consent, misleading content and the goods and services Meta restricts. We can suspend accounts that put recipients or the platform at risk.
BUILT-IN CHECKS
Checks run before anything is sent.
Consent and opt-out status are checked for each contact before a message goes out.
Consent and opt-out checks before sending
Illustrative example. Names and details are made up.
CONSENT FIRST
Messages people expect get replies.
Collect opt-in where customers already deal with you, honour opt-outs straight away and keep marketing to people who asked for it.
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