9bx Connect
Opt-outs, WhatsApp and Telegram
Respect who does not want messages, and set up the WhatsApp and Telegram connections.
Contents
- What it is for
- Who can use it
- Where to find it
- Opt-out & DNC
- Telegram
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Customers must be able to stop messages, and some channels only allow messages to people who agreed. These pages keep that safe.
Who can use it
| Page | Permission |
|---|---|
| Opt-out & DNC | Suppressions manage |
| Connections, Templates, Suppressions or Settings manage | |
| Telegram | Connections or Suppressions manage |
Where to find it
Chat & Messaging → Chat settings → Messaging → Opt-out & DNC, WhatsApp, Telegram
Opt-out & DNC
People who must not receive messages: replies with STOP, unsubscribe links, bounces and your own lists. Customers using an unsubscribe link see "Stop messages from Padma Net Support" and can give an optional reason.
| Item | Meaning |
|---|---|
| Add opt-out | Adds an address by hand. Choose the Address, channel (All channels) and Applies to: All messages (nothing is sent except one-time codes) or Marketing only (order, ticket and account messages still go). Add a Note. |
| Import CSV | Up to 5 MB, one address per row or a column named address, phone or email. Result: "N added, N already on the list, N not valid." |
| Export | Prepares the list; you are notified when it is ready. |
| Search | By full number or email. |
| Reason | Replied STOP, Unsubscribed, Added by hand, Imported list, Email bounced, Marked as spam, Invalid number, Customer page, WhatsApp opt-out, Telegram /stop, Blocked the Telegram bot. |
| Remove | Lets messages go again. If the person opted out themselves you see "Remove it only if they asked to hear from you again." Enter a reason. |
| Keywords & footer | The STOP words and the opt-out footer on marketing messages. |
WhatsApp opt-ins are kept separately, see below.
Chat & Messaging → Chat settings → Messaging → WhatsApp
You must set up first: a WhatsApp Business number from Meta. It is connected once under Phone System → WhatsApp calling and reused here for messages.
Tabs
| Tab | What it does |
|---|---|
| Numbers | Your connected numbers with Status (Connected, Pending, Error, Disconnected), Quality, and "N of M approved" templates. Switch Send messages from this number on. Templates then sync from Meta. If the number is not fully connected you see "Finish connecting this number (status and access token) before turning messaging on." |
| Templates | Sync from Meta, New template, search and filters. Columns Template, Category (Marketing, Utility, Authentication), Status (Approved, In review, Rejected, Paused, Disabled, In appeal, Limit exceeded), Quality, Number, Synced. Actions Preview, Link to an event template, Delete. Deleting here also deletes it in your WhatsApp Business account. A Rejected by Meta note shows the reason. |
| Opt-ins | People who agreed. People who message you are opted in automatically. Add opt-in, Import, filters. Opt out blocks the number and adds it to the opt-out list. Column 24-hour window shows Window open or when they last wrote. |
| WhatsApp rules | Only message people who opted in (Meta policy; turning it off can get your number limited), Opt-in words (someone who sent STOP and then writes one of these is opted in again), and an explanation of the 24-hour window. |
New template form: Template name in lower-case letters, digits and underscores (for example ticket_update), category, language, header, body, footer and Add button. Meta reviews it, status shows In review until approved.
The 24-hour window
For 24 hours after the customer writes, any message including free text can be sent. After that only an approved template can restart the conversation. If WhatsApp cannot be used the message falls back to another channel when the event allows.
Telegram
Chat & Messaging → Chat settings → Messaging → Telegram
You must set up first: create a bot with @BotFather on Telegram and copy its token.
| Tab | What it does |
|---|---|
| Bot | Add your bot (paste the token as a provider). A checklist: Bot token saved, Bot checked (press Check bot), Webhook registered (press Register webhook). Remove webhook and Register again are also here. Send a test message goes to a person who has started the bot. |
| Contacts | People who started the bot, with Status (Connected, Not linked, Stopped, Blocked the bot), Linked to (client, lead or contact) and Last message. Unlink stops messages to that chat. |
A bot can only message people who started it. Open a client, lead or contact and choose Telegram link: a QR code and link appear ("Telegram opt-in link"). The person scans it and presses Start.
Example scenario
Padma Net Support connects +8801711000111 as its WhatsApp number, syncs three templates and links "Ticket update" to the event "Ticket updated". A customer replies STOP to an SMS and appears under Opt-out & DNC as "Replied STOP".
Tips
- Keep opt-in proof (web form, import note).
- Do not turn off "Only message people who opted in" unless you have consent from another source.
Troubleshooting
Template stays In review. Meta decides. Check the Rejected by Meta reason if rejected.
Telegram test says "Nobody has started the bot yet." Open your own opt-in link from a record and press Start.
Cannot remove an opt-out. Only remove if the person asked to hear from you again.