Compliance
Quick summary:
We collect phone numbers only when you (or your end users) provide them. We use them to deliver requested messaging services, support, and account setup. We do not sell personal information. You can opt out of non-essential communications at any time.
1) Core Meta rule: phone number + opt-in permission
For WhatsApp Business messaging, you may only contact a person if (a) they have provided their mobile phone number and (b) you have received opt-in permission confirming they want to receive messages (or calls) from your business.
What “opt-in” should look like
- It is clear the person is agreeing to be contacted by your specific business.
- The person understands what types of messages they will receive (e.g., support, order updates, appointment reminders).
- You can prove it (e.g., checkbox + timestamp + source, “start chat” click, written request, recorded verbal consent where lawful).
Recommended opt-in wording (copy/paste)
Use in a web form, paper form, or checkout flow:
“I agree to receive messages from [Business Name] at the phone number I provided regarding [support / service updates / my request]. I can opt out at any time.”
Optional marketing opt-in (separate checkbox):
“Yes, I want to receive promotions and offers from [Business Name]. I can opt out at any time.”
2) Opt-out and “stop messaging” requests must be honored
You must respect any request to block, discontinue, or opt out of communications—whether the request happens on WhatsApp/Instagram or elsewhere. NovaX recommends implementing at least one of these opt-out mechanisms:
- Allow users to reply with keywords like STOP, UNSUBSCRIBE, or NO (and honor immediately).
- Provide a “Talk to a human” option and a clear way to request removal.
- Keep an internal “Do Not Contact” list and enforce it across campaigns and automations.
3) Message templates and the 24-hour window (WhatsApp Business Platform)
On WhatsApp Business Platform, business-initiated messages generally require an approved template. Replies inside the 24-hour customer service window may be sent without templates; outside that window, templates are required.
4) Automation is allowed—human escalation must be available
Meta policies allow automation during the customer service window, but you should provide prompt, clear escalation options (e.g., human agent transfer, phone, email, web form).
5) Prohibited content and regulated verticals (high risk)
Meta/WhatsApp policies restrict or prohibit messaging used to promote or facilitate certain categories (often called “regulated verticals”). Examples listed include: firearms, alcohol/tobacco, drugs, adult products, dating services, multi‑level marketing, payday loans, and real/virtual/fake currency including ICOs.
NovaX note (FinTech / Blockchain / Tokenization):
NovaX operates across FinTech, blockchain/tokenization, and AI automation. However, when using WhatsApp/Instagram messaging, you must ensure your message content and use case is allowed under Meta’s policies and local law. If your business involves regulated financial products or crypto/token promotion, confirm eligibility before launching messaging campaigns.
6) Instagram & Messenger business messaging (24-hour response + marketing permission)
For Instagram/Messenger messaging APIs, Meta generally limits business messaging to a response window (commonly 24 hours after the user’s message). Separate permission/opt-in is typically required for marketing messages.
7) Your responsibilities (customers using NovaX)
- Collect and store proof of opt-in for each end user you message.
- Use accurate business identity (no impersonation), and do not mislead or spam.
- Honor opt-out requests immediately and keep suppression lists.
- Ensure your use case does not fall into restricted categories.
- Comply with local laws (e.g., consent/anti‑spam/privacy), including any industry rules (FINTRAC obligations remain with your business).
8) Questions
If you need help designing a compliant opt-in flow or wording for your specific funnel, contact us at support@novaxinc.com.