Understand WhatsApp marketing consent, opt-outs and Malaysian PDPA considerations before sending campaigns.
Why Consent Matters
Having a telephone number does not automatically authorise promotions. It may have been collected for delivery, an appointment, a quotation or support. Unexpected messages harm trust and may cause blocks or reports.
A Useful Opt-In
Identify the business, state that WhatsApp will be used, describe the message type and explain withdrawal. Record when, where and what the customer agreed to receive.
Service vs Marketing
An appointment confirmation, requested quotation or order update differs from a promotion. Keep service and marketing lists and templates separate.
Opt-Outs
Tell customers how to stop promotions, process requests promptly and maintain a central suppression record across relevant systems.
PDPA Checklist
- Collect only what is needed
- Keep consent records
- Restrict access
- Protect exported phonebooks
- Correct inaccurate data
- Define retention
- Suppress opted-out recipients
- Maintain a privacy-request process