Consent design checklist
Clarify who agreed, what they expect, where permission came from and how preference changes are handled.
Open checklist
Practical conversation governance
Build the operating rules before the automation.
Use these concise guides to structure consent, template operations, opt-out, human escalation and measurement across the conversation lifecycle.
Resource library
Four foundations for a clearer conversation programme.
Every guide is available directly on this page so teams can move from principles to an operating checklist immediately.
Template governance model
Separate category, language, version, review state, owner and intended scenario.
Review the modelOpt-out and escalation path
Design stop requests and direct human support as first-class parts of the journey.
Map the pathActionable workflow measurement
Use observable workflow events to understand responsiveness, handoffs and unresolved steps.
Choose signalsConsent design checklist
Begin a WhatsApp message or call flow after the customer has provided their number and clearly agreed to the relevant future communication, with the permission method recorded against applicable requirements.
- Name the business and the expected message category at the point of consent.
- Store a reference to when, where and for what purpose permission was collected.
- Keep each permission statement focused on a clear, coherent message category.
- Define how later preference changes update connected workflows.
Template governance model
Business-initiated conversations outside the applicable service window use approved message templates, with review state, category, language and lifecycle visible to operators.
- Track category, language, version, review state and intended use separately.
- Assign a clear owner for content accuracy and lifecycle changes.
- Connect each template to the consent category and business event it serves.
- Define clear operating paths for approval, pause and rejection states.
Opt-out and human support path
Respect customer requests to stop, block or opt out across WhatsApp and connected channels. Keep the method clear, update preferences promptly and recognise intent across keywords and touchpoints.
- Offer category-level preference control where relevant.
- Propagate preference changes to campaign, CRM and workflow systems.
- Give automation a clear and direct escalation route to a person or support channel.
- Retain an event trail showing when the request was received and applied.
Measure the operating flow
Review a balanced set of observable signals within the customer journey: stage progress, response, handoff, resolution and preference change.
- Workflow stage reached and time spent before the next action.
- Customer response pattern by consented category and scenario.
- Automation resolution, human handoff and unresolved exceptions.
- Preference changes, opt-outs and their propagation across systems.
Keep the WhatsApp business policies connected to template, consent and preference-governance routines.
Turn principles into one operating map.
Capture consent, templates, systems, preference updates and escalation ownership for a real journey.