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Managing WhatsApp Opt-Outs in Flowella

The Opt-Outs page is where Flowella keeps track of who has consented, and who has asked you to stop sending WhatsApp messages. It keeps you compliant, avoids awkward “why are you still messaging me?” moments, and stops workflows from blasting people who have opted out.

1. Opening the Opt-Outs page

  1. Log in to Flowella.

  2. In the left menu, click Opt-Outs.

At the top you will see:

  • Total contacts

  • How many are Opted Out

  • How many are Opted In

Below that is a search bar where you can search by phone number or name, and a Refresh button to pull the latest data.

2. Understanding the Opt-Outs table

The main table lists one row per WhatsApp number Flowella knows about.

Columns:

  • Phone Number – the WhatsApp number, in international format.

  • Name – the contact name, if known.

  • Status – a badge showing Opted In or Opted Out.

  • Last Updated – when the consent status last changed.

  • Events – how many consent events we have recorded for this contact.

  • Actions → View – opens the detailed record for that number.

You can use the pagination controls at the bottom to move through the list.

3. Automatic opt-out and opt-in keywords

Flowella automatically updates a contact’s status when they send certain keywords in any WhatsApp thread handled by Flowella.

These keywords follow the HubSpot SMS pattern and work in multiple languages. Matching is case-insensitive.

3.1 Opt-out keywords

If a contact sends one of these words on its own (or as the first word of a message), Flowella will mark them as Opted Out for WhatsApp:

Language Opt-out keywords
English STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT
Spanish ALTO
French ARRÊTER
Portuguese PARAR
German BEENDEN
Japanese 停止

After that:

  • Flowella will block automated WhatsApp sends (flows, workflows, campaigns) to that number.

  • The contact’s status will show as Opted Out in the Inbox header and on the Opt-Outs page.

  • A consent event is logged against that number.

You should treat this as a hard stop for marketing and non-essential messages.

3.2 Opt-in keywords

If a contact later wants to hear from you again, they can send an opt-in keyword.

When Flowella sees one of these, it sets the contact back to Opted In:

Language Opt-in keywords
English START, SUBSCRIBE, UNSTOP
Spanish EMPEZAR
French COMMENCER
Portuguese INICIAR
German LOSLEGEN
Japanese 開始

Always make it clear in your copy that people can reply with these words to manage their preferences.

4. Viewing a contact’s consent history

On the Opt-Outs page:

  1. Find the contact by searching for their name or phone number.

  2. Click View in the Actions column.

On the detail view you can:

  • See the current status (Opted In / Opted Out).

  • See when it last changed and via which mechanism (for example “Automatic keyword: STOP”).

  • Review the event history, which may include:

    • Automatic opt-outs from keywords

    • Automatic opt-ins from keywords

    • Any manual changes made by your team

This provides an audit trail for compliance and internal reporting.

5. Manually updating opt-in status

Sometimes a contact gives or withdraws consent through another channel, such as email or a phone call. In that case you may need to update Flowella manually.

You can update status in two places:

5.1 From the Opt-Outs page

  1. Find the contact and click View.

  2. Use the controls on the detail view to change status to Opted In or Opted Out as appropriate.

  3. Save your changes.

5.2 From the Inbox

On the conversation header in the Inbox you will see buttons for Opted In / Opt Out:

  • If a contact explicitly asks to stop WhatsApp messages in a chat, click Opt Out.

  • If they later give clear consent again, and you have a record of that, you can switch them back to Opted In.

Any manual change is logged as a new consent event.

6. How Flowella uses opt-out data

Whenever Flowella is about to send a WhatsApp message, it checks the contact’s status:

  • If the contact is Opted Out, Flowella blocks the send for automated messages.

  • If the contact is Opted In, the message proceeds as normal, subject to WhatsApp’s 24-hour and template rules.

This applies to:

  • HubSpot workflows using the Flowella custom action

  • Automated flows and campaigns

  • Inbox template sends

Agents can still see the conversation history and the opt-out status in the Inbox, so they can make informed decisions and stay compliant.

7. Good practice checklist

  • Include a line in your messages like “Reply STOP to opt out” so users know how to unsubscribe.

  • Regularly review the Opt-Outs page to understand your consent trends.

  • If you use HubSpot subscription preferences, keep them aligned with Flowella’s opt-out status wherever possible.

  • Train your team to respect the Opted Out label and not attempt to bypass it.

Handled well, the Opt-Outs page lets you use WhatsApp at scale without losing control of consent.