In short: New customers in Mumble can receive messages by default. When a customer asks to stop, Mumble moves them to the Black List list, and campaigns and automated sends skip them. You are responsible for having the customer’s consent before you send templates.
How a customer is blocked
- They send an opt-out word: if the whole message is a known phrase like “stop promotions”, “unsubscribe”, “remove” or “opt out”, Mumble blocks them automatically. The phrase must be the entire message, not part of a sentence.
- They tap an opt-out button in a template. The button sends the opt-out word, so the result is the same.
- They tap “Stop promotions” in WhatsApp itself. Mumble mirrors it and adds a note in the chat.
- An agent blocks them: in the customer panel in the chat, switch them to Blocked.
- You import them blocked: put
Black Listin thelabel_namecolumn of the import file.
A blocked customer is added to the Black List list and the chatbot doesn’t reply to the opt-out message.
Add an opt-out button to a template
- Create a template and add a Quick Reply button.
- Open the opt-out button picker and choose a word in the template’s language.
- Mumble fills the button text and adds a matching footer, such as “Not interested? Tap Stop promotions”.
Don’t type your own button text. If it isn’t on Mumble’s list, tapping it won’t block the customer, and they’ll keep getting messages.
What counts as consent
- Valid: an unchecked box the customer ticks for WhatsApp updates, or the customer contacted you first (link, QR code, website widget).
- Not valid: a pre-checked box, general terms of use, or bought lists.
Sending to people who didn’t agree leads to blocks and reports, which lower your quality rating. Many countries also have anti-spam laws.
Common questions
A customer asked to stop and still gets messages
They probably wrote the request inside a longer sentence, or tapped a button with custom text. Block them manually in the customer panel.
The campaign went to fewer people than I selected
Blocked customers were skipped. This is expected.
How do I see how many customers are blocked?
On the Lists page, find Black List. It shows the count, and you can export it.
A customer wants to receive messages again
If they asked explicitly, switch them back to Allowed in the customer panel and add a note with the date.