How opt-outs, STOP replies and the blacklist work

What is the difference between Opt-outs and the Blacklist?#

Opt-outs are people who asked you to stop, recorded as a status on their contact, while the Outreach Blacklist is a separate list of numbers you never want to message for any reason. Wassuply checks both before every campaign, sequence and drip message.

Use Opt-outs for anyone who asked to stop. Use the Blacklist for numbers you choose to avoid, such as competitors or people who complained.

How does automatic STOP detection work?#

Wassuply reads the chat list of each connected number every 3 minutes by default and, when an unread reply contains an opt-out keyword, opts that number out straight away.

• It checks every chat that shows an unread badge and reads the latest message preview. It never opens the chat.
• Only connected numbers whose WhatsApp session is loaded in the app are scanned. The first scan runs about 45 seconds after start-up.
• The reply is matched to a number you messaged or saved in Contacts, using the chat's number or, for a saved contact, the chat name.

What happens when a keyword matches

• The contact is marked Opted out, or created as an opted-out contact if it was not in Contacts.
• The Opt-outs list records the source as inbound_reply and the keyword that matched.
• Active sequence enrolments for that number are stopped.
• Pending messages to that number in any campaign are skipped with the reason Opted out (replied opt-out keyword).
• You get an in-app message, a desktop notification when notifications are on, and an entry in Activity Logs.

How keywords are matched

Matching ignores capitals and needs the keyword as a whole word or phrase anywhere in the reply. STOP, please stop! and stop-messaging all match; nonstop and stopwatch do not.

How do I change the keywords and scan interval?#

Keywords live in Settings → Opt-Out, and the on/off switch and scan interval are in Settings → Sending.

1. 1

   Open the list

   Go to Settings → Opt-Out. Global Keywords shows the current words.

2. 2

   Add or remove words

   Type a word or phrase and click Add, or click the x on a keyword to remove it. Keywords are stored in lower case.

3. 3

   Save

   Click Save Keywords. The new list applies from the next scan.

4. 4

   Check the switch

   In Settings → Sending, keep Auto opt-out on replies (STOP / unsubscribe) on and set Reply scan interval between 1 and 60 minutes.

Detection uses this global list, so put every keyword you rely on there, including variants such as don't contact with an apostrophe. To tell people how to opt out, turn on Enable message footer in Settings → Messaging and set Footer text, for example Reply STOP to unsubscribe. The footer is added to campaign text messages, not to voice notes or sequence steps. See Settings.

Where do I see replies?#

Wassuply has no separate inbox: captured replies show as a Replied mark in a campaign's contact list and in the Replied counts on the campaign detail page and Dashboard, and you read the reply itself in that number's WhatsApp view.

• Any captured reply, not only STOP, marks the contact as replied on campaigns that already sent to it.
• Sequences check for a reply before each follow-up step and stop by default; see Sequences and drip.
• Opt-outs also appear in Activity Logs with the start of the message that triggered them.

How do I manage the Opt-outs list?#

The Opt-out Manager under Broadcasts → Opt-outs lists every opted-out contact, newest first, with Phone, Name, Source, Keyword and Date, a Total Opt-outs count and a search box.

• Add asks for a Phone Number and an optional Reason; click Add to Opt-outs. The reason shows in the Source column, or manual if left blank. A number not yet in Contacts is added as an opted-out contact.
• Import reads a .csv file and opts out every number in it, from a column headed phone, mobile or number, or else the first column. Rows with fewer than 7 digits are ignored.
• Export downloads optouts.csv with Phone, Name, Source, Keyword and Date for the rows shown.
• The bin icon removes a number from the list and sets the contact back to Active, so it can be messaged again.
• On the Contacts screen, Toggle Opt-out in the row menu and the Opt Out or Restore link do the same; see Contacts, lists and segments.

How do I use the Outreach Blacklist?#

Open Outreach → Blacklist and add the numbers you never want to message; each entry holds a phone number, an optional reason and the date added.

1. 1

   Add one number

   Click Add, type the Phone Number and an optional Reason, such as complained or competitor, then click Blacklist.

2. 2

   Add many at once

   Click Import, paste one number per line, optionally as phone,reason, and click Import. Numbers already on the list are skipped.

3. 3

   Export or remove

   Export downloads outreach-blacklist.csv with Phone, Reason and Date Added. The bin icon deletes an entry.

Numbers are stored as typed, but matching uses digits only, so +1 (212) 555-1234 still blocks 12125551234. Blacklisted numbers are not marked on the Contacts screen. Although the screen mentions outreach campaigns, the blacklist is also checked for broadcasts, sequences and drips.

How are opt-outs and the blacklist enforced when sending?#

Wassuply checks each number against both lists immediately before every campaign, sequence or drip message, so an opt-out that arrives mid-campaign still stops the next send to that person.

• When a campaign you launch contains opted-out, blacklisted or duplicate numbers, a Preflight message shows how many are ready and how many will be skipped.
• In a running campaign, a blocked number is marked skipped with the reason Opted out / blacklisted and the campaign moves on.
• A sequence or drip enrolment stops as soon as its number is on either list, and new drip enrolments leave those numbers out.
• Sending a campaign again to chosen contacts never includes opted-out or blacklisted numbers.
• Segments and the From Contacts picker leave opted-out contacts out from the start.

A number saved with and without a 1 to 3 digit country code counts as the same person when at least 9 digits match, so 9876543210 on a list also blocks 919876543210. See Broadcast campaigns for the rest of the send flow.

Why was a STOP reply not detected?#

Usually because the chat was already read, the number was not loaded, or the word was not in your keyword list.

• Auto opt-out on replies (STOP / unsubscribe) is off in Settings → Sending.
• The number was not loaded. Only loaded sessions are scanned, so raise Warm Pool Size in Settings → Sending if you run more numbers than it holds.
• Someone opened the chat before the next scan, so it lost its unread badge. Opt the number out by hand.
• The reply used a word or spelling that is not in the global list.
• Wassuply could not match the sender: look for Unresolved opt-out reply in Activity Logs.
• WhatsApp's chat list could not be read: Activity Logs shows Inbound scan failed, and Wassuply keeps retrying.

Frequently asked questions#