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WhatsApp: switch it on and record opt-in

WhatsApp needs a provider and a number, then each person must opt in. Record consent and handle STOP.

Communication · How to · Last checked 2026-10-19

WhatsApp messages are off until the organisation connects a provider, and no message goes to a number until its owner has agreed.

What must be on, and who does it

  1. A WhatsApp provider and number. The organisation owner opens Organisation > Channels, finds the WhatsApp card and chooses Which number sends: - Our own WhatsApp number, with the service details from your provider (for example MSG91 WhatsApp), or - The shared SunRuby number, which has a monthly message limit. It works only after SunRuby switches it on. The card says so while it is off.
  2. The webhook address. For a service that supports it, the card shows a Webhook address. Press Copy and paste it into the provider's dashboard so delivery reports come back. Make a new address asks first and changes it.
  3. Templates approved. See WhatsApp templates.
  4. Consent for each number. See below.
  5. The delivery order. WhatsApp is used when it is in the order of a message kind. See Delivery order and fallback.

Open Communication > WhatsApp consent. The page lists each number, its status (Opted in, Opted out), the method and who recorded it.

  1. Press Record consent. Type the mobile number, choose Agreed to WhatsApp messages, the language and a remark such as "Form 12".
  2. Tick the box that says you hold the person's agreement. Save stays off until the remark is filled and the box is ticked.
  3. To record a withdrawal for the same number, record it the same way (no tick needed). Open the row to see the history.

The Consent text panel shows the wording in English, Marathi and Hindi. It tells people how to stop (reply STOP, use the app, or tell the office) and that card details or a UPI PIN are never asked on WhatsApp.

Import a list (owner or institution admin) takes lines such as 9876500102,OPTED_IN. It checks first, shows lines to fix, and needs you to name where the papers are kept.

STOP

If a person replies STOP, they are marked Opted out at once ("Replied STOP"). Later messages skip WhatsApp for them and use the next channel.

Common questions

Consent is for the principal and the office. Templates are for the owner and the institution admin.

A parent says they did not opt in.

Open their number in the register and read the history. Consent without a record is not valid. Record a withdrawal.

Using SunRuby already? Press the ? button at the top of any screen for the guide to that screen.

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