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Use a YCloud Rule-based Agent to confirm unsubscribe requests and add customers to your unsubscribe list. Example: When a customer’s message to unsubscribe is received, the Rule-based Agent automatically asks the customer if they confirm they want to unsubscribe, and for those who confirm a second time, adds them to the unsubscribe list.
Keyword trigger connected to confirmation buttons, Unsubscribe, and Send messages.

A confirmation flow routes OPT-OUT to Unsubscribe and keeps the other branch subscribed.

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Step 1: Create a Rule-based Agent flow

Rule-based Agent flow list with Create a flow and the inactive demonstration flow.

Open Flows and select Create a flow.

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Step 2: Add unsubscribe trigger keywords

Recommendation: Set multiple unsubscribe keywords and choose “Containing” rather than “Exact matching”. This way, any keyword in the list will trigger the Rule-based Agent. After setting up, click the save button.
Containing keyword rule with STOP and unsubscribe.

Choose Containing and add the keywords customers use to opt out.

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Step 3: Confirm customer’s unsubscribe intention (optional)

Strongly recommend adding this step to avoid customers mistakenly entering the unsubscribe list. You can choose to use the “Ask a question” component to ask the customer: “Please confirm if you want to unsubscribe from messages?”
Detailed steps:
  1. Select the “Ask a question” component
  2. Choose the Buttons message format
Ask a question message-format menu with Buttons.

Choose Buttons for a confirmation question.

  1. Set the inquiry content: “Please confirm if you want to unsubscribe from WhatsApp?”
  • Set two options for the Button
    • OPT-OUT
    • Keep me subscribed
  • After setting up, click Save
Confirmation question with OPT-OUT and Keep me subscribed buttons.

Enter the confirmation question and both reply choices, then save the node.

  1. Connect the Keyword trigger to the Ask a question component after setting up

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Step 4: Add to Unsubscribe List

  1. Add the Unsubscribe component
  2. You can choose whether to automatically reply with a successful unsubscribe message. If needed, click the Auto-reply switch and enter the auto-reply content below, then select Save to save.
Unsubscribe node with Auto-reply enabled and a confirmation message.

Enable Auto-reply if you want to confirm the successful unsubscribe action.

  1. Connect the “OPT-OUT” button from the Ask a question component to the Unsubscribe component
Connections from the keyword trigger to the confirmation question and from OPT-OUT to Unsubscribe

Connect the trigger to the question, then connect OPT-OUT to Unsubscribe.

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Step 5: Add a Send messages text (optional)

Add a Send messages text component and connect it to the Keep me subscribed button
Send messages text editor containing a continued-subscription confirmation.

Send a short confirmation on the Keep me subscribed branch.

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Step 6: Save and activate the Rule-based Agent

After editing the flow, select Save, choose Active, then save again. When a customer completes the unsubscribe flow, YCloud adds the phone number to Contact > Unsubscribe list.
Save the flow dialog with Active selected and Save button.

Choose the desired status before the final Save. This screenshot shows the activation option.