Choose who gets your offers

Who can be reached

On WhatsApp, an offer reaches only people who said yes to your offers. Your opt-in link and QR code are how you grow that list: a customer taps the link, or scans the code, and sends the message it fills in. A customer can also tell your agent in the chat that they’d like your offers. Either way, your agent welcomes them, and their yes is kept with what it was for, where it came from, their own words and when.

These are not a yes to offers:

• Placing an order. That allows order updates only.
• Joining your rewards programme. That allows rewards updates only.
• Being in a list you imported. As the import screen says, “Importing is not opting in.”

On Instagram, an offer reaches people who messaged you in the last 24 hours — Meta’s rule. Each window is checked again just before the message goes.

To see where one person stands, go to Interaction › Contacts, open them from People and look at Consent record. It shows what they agreed to on each channel, when, and how.

Aim a send with an audience

An audience describes who a campaign reaches. It’s worked out fresh before every send.

1. Go to Grow › Campaigns and open the Audiences tab.
2. Press New audience. Start from a ready-made one, such as Lapsed customers, Due to reorder or Nearly ordered, or press Start from a blank audience.
3. Under Include people who match, choose all of these or any of these, then press Add a condition: something they did (such as Placed an order), something about them, your own contact fields, or tags.
4. Under Who’s out, press Add an exception for anyone to leave out.
5. Check Matches today, then press Save audience.

Ready-made audiences are marked Shipped with insideDM; press Customise to save your own version. Count now recounts any audience.

Keep some people out of every offer

Turn on Never send to these people in an audience to make it a do-not-send list. Everyone in it is left out of every marketing campaign, on both channels. One comes ready-made: Recently needed a person, for anyone handed to your team in the last 30 days.

Limits that protect your number

These are in Set up › Settings & team › AI controls, under Selling limits:

• Marketing frequency limit — on by default: no one gets more than 4 marketing campaigns in 30 days. Utility templates on WhatsApp, such as order updates, never count. Every Instagram campaign counts.
• Unrequested messages limit — off until you set it. It counts campaigns, journeys and your agents’ follow-ups together.
• Quiet hours — on by default, 9 pm to 9 am. A campaign, reminder or follow-up due in that window waits for it to end.

When a customer says stop

• They type it. A message that is only STOP, STOP ALL, UNSUBSCRIBE, QUIT or OPT OUT, in any capitals, or “band karo”, “band kar do”, “mat bhejo”, “message mat bhejo”, “message mat karo”, “बंद”, “बंद करो” or “मत भेजो”. Nothing is sent back. From then on, nothing you start reaches them on that channel: no offers, follow-ups or order updates.
• They use the stop-offers link. Instagram campaigns add it for you. On WhatsApp, a template can carry it in a blank filled with Their stop-offers link. Pressing Stop offers on that page ends offers only; order updates carry on.
• They tap a “Stop promotions” button. If your WhatsApp template has a quick-reply button with that label, a tap ends offers only.

A stop on Instagram doesn’t stop WhatsApp, and the other way round. Only a new yes, sent from their own number or account, turns offers back on — not an import, and not you.