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The Opt-outs page listing active opt-outs with the date each was recorded and a Re-opt in action, below the Add opt-out and Import CSV buttons, the search box and the Show re-opted filter
An opt-out stops Flowella sending WhatsApp messages to a phone number from one of your WhatsApp business numbers. Flowella records opt-outs automatically when a customer sends a keyword such as STOP, and you can add or import opt-outs yourself.
Flowella records opt-outs, not opt-in consent. Meta requires you to get each person’s opt-in before you message them on WhatsApp, so keep your own record of how you collected it. See Meta’s Get opt-in for WhatsApp.

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Open the Opt-outs page

Select Opt-outs in the sidebar, under Operate. The page lists the opt-outs for the WhatsApp number you have selected. Each WhatsApp number keeps its own list. A customer who opts out on one of your numbers can still receive messages from your other numbers, unless they opt out there too. To see another number’s list, select that number under Meta channels in the account menu. See Switching channels. To find a number, type any part of it in Search phone…. The list shows active opt-outs only. Select Show re-opted to include numbers that have opted back in. Select Load more at the bottom to see more rows. The How opt-outs work link at the top of the page opens a short help page inside Flowella.

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How keyword opt-outs work

Flowella checks every text message a customer sends to your WhatsApp number, and every button or list option they tap. It compares the whole message with these keywords, ignoring capital letters and spaces at either end. A keyword only counts when it is the entire message. “Please stop” and “STOP sending these” do not change anything. Flowella only recognises the English keywords above. This flowchart shows what happens to each message, and how manual changes on the Opt-outs page fit in. When a customer opts out with a keyword, Flowella:
  1. Records the opt-out for the WhatsApp number they messaged.
  2. Blocks every later message to that phone number from that WhatsApp number. See What an opt-out blocks.
The customer’s message still appears in the Inbox. When a customer opts back in with START or UNSTOP, Flowella allows messages again on that number and does not send a reply.
A tap on a quick reply button sends the button’s label as the customer’s message, and so does choosing an option from a list. A button labelled Cancel or Stop therefore opts the contact out of every message from that WhatsApp number. Use labels such as Cancel booking or Not now, and do not ask customers to reply “cancel”.

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Add an opt-out

Add an opt-out yourself when a customer asks to stop by email, phone or in person.
1

Open the dialog

On the Opt-outs page, select Add opt-out.
2

Enter the number

In Phone number, type the number with its country code, for example +447700900123. You can also add a Note (optional), such as how the request arrived.
3

Save it

Select Add opt-out. Flowella shows “Opt-out added.” and blocks messages to that number from the WhatsApp number you have selected.
If Flowella shows “Enter a valid phone number with country code.”, check the number starts with + and the country code.

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Import opt-outs from a CSV file

Use Import CSV to bring in a suppression list from another tool. An import only adds opt-outs to the WhatsApp number you have selected. It cannot opt anyone back in.
1

Open the import dialog

On the Opt-outs page, select Import CSV.
2

Add your data

Choose a file in CSV file, or paste the rows into Or paste CSV. Clear empties the dialog.
3

Import

Select Import. Flowella shows how many rows it imported and how many it could not import.
The file needs a header row. Column names are not case-sensitive.
You can import up to 500 rows at a time. Flowella skips rows with an invalid phone number or date and imports the rest.

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Re-opt a contact in

When a customer asks to hear from you again outside WhatsApp, and you have their permission:
  1. Find their number on the Opt-outs page.
  2. Select Re-opt in.
  3. Confirm “Allow this contact to receive messages again?”.
Flowella shows “Contact can receive WhatsApp messages again.” The number then appears only when Show re-opted is selected. Customers can also opt back in themselves by sending START or UNSTOP.

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What an opt-out blocks

An active opt-out blocks every message to that phone number from that WhatsApp number:

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Good practice

Tell contacts how to opt out, for example with “Reply STOP to opt out” in your messages.
Check your quick reply buttons and list options. Any label that is exactly Cancel, Stop, End, Quit or Unsubscribe opts the contact out when they tap it.
If you use HubSpot subscription preferences, keep them in line with Flowella’s opt-outs wherever possible.

Opt-out not honoured

Diagnose cases where an opted-out contact still receives messages.

Marketing contacts

How HubSpot’s marketing contacts relate to WhatsApp messaging.

Multi-channel

How opt-outs and other settings work across WhatsApp numbers.

Results

Track new opt-outs over time.
Last modified on October 30, 2026