What happens when someone sends STOP?

If STOP is the whole message, Flowella records an opt-out for that WhatsApp number, sends a short confirmation and blocks every send to them on that number: workflows, campaigns, inbox templates and agents’ replies. UNSUBSCRIBE, CANCEL, END and QUIT work the same way, in any capitals.

Does Flowella record opt-in consent?

No. Flowella records opt-outs, not opt-ins. Meta asks you to get each person’s opt-in before you message them on WhatsApp, so keep your own record, such as a WhatsApp opt-in property or a HubSpot subscription type filled by your forms, and check it in your workflow before a Flowella action sends. Opt-in, opt-outs and HubSpot contacts

Can a contact opt back in?

Yes. If their whole reply is START or UNSTOP, Flowella lets them hear from you again on that number. Your team can also use Re-opt in on the Opt-outs page, once you have their consent.

What if someone writes “please stop messaging me”?

A keyword only counts as the whole message, so that won’t opt anyone out by itself. Use Add opt-out on the Opt-outs page, with a note such as Requested in chat. Take care with quick replies too: tapping a button labelled Cancel counts as a CANCEL reply and opts the person out.

Can a HubSpot workflow opt someone out?

No. No workflow action adds a number to the opt-out list. Opt-outs come from keywords, the Opt-outs page, a CSV import or the API, and every Flowella workflow action checks the list before it sends.

Can I import an existing opt-out list?

Yes. Import a CSV with a phone column, and optionally the date each person opted out and where it came from. Numbers already on the list are updated, never duplicated.

Are opt-outs shared across my numbers?

No, opt-outs are kept per WhatsApp number, so an opt-out on one number doesn’t apply to another in the same account. To apply it everywhere, add it on each number or through the API. Several WhatsApp numbers in one account

Is there a record of each opt-out?

Yes. The Opt-outs page lists each number with when it opted out and whether it’s active or re-opted, and opening a number shows when it was re-opted. Search by phone, and show re-opted numbers when you need them.

Can agents still message an opted-out contact?

Not on that number. The conversation stays readable, but Flowella blocks the reply and tells the agent the contact opted out on this WhatsApp number.

Opt-outs, checked before every send.

When someone replies with just STOP, Flowella records the opt-out for that WhatsApp number, confirms it in the chat and blocks every send to them: workflows, campaigns, inbox templates and agents’ replies. If they reply START, they can hear from you again. Add opt-outs by hand, or import a list from another tool.

Get started free

Replying STOP is enough Flo, the Flowella mascot, flipping a large green toggle switch on beside a shield with a green tick

Opts out on: STOP, UNSUBSCRIBE, CANCEL, END or QUIT
Checked before: Every send to that number
Add by hand: One number, or a CSV file
Opt-outs are kept: Per WhatsApp number

One place for opt-outs.

The Opt-outs page lists everyone who has opted out on a WhatsApp number, so your team can check before reaching out.

Every number, with its date

Each opted-out number with its contact and when it opted out. Search by phone, and show re-opted numbers too.
Add opt-outs by hand

When someone asks by email, phone or in person, add their number with a note, such as Requested by email.
Import a list

Bring opt-outs over from another tool with a CSV of phone numbers, dates and sources.
Re-opt in with care

Re-opt in lets someone hear from you again. A START or UNSTOP reply does it for them; do it by hand only with their consent.
Agents are blocked too

An agent’s reply to an opted-out number won’t send, and the inbox says why. The chat stays readable.
Keep HubSpot in step

Flowella doesn’t write opt-outs to HubSpot. Enrol a workflow on the Text Reply trigger to set your own opt-out property, or use the optout.created webhook.