---
title: WhatsApp compliance, consent and privacy
description: Guidance on WhatsApp consent, template compliance, privacy and branding for Phonovation customers.
---
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1. [Phonovation WhatsApp](https://knowledgebase.phonovation.com/messaging-whatsapp?hsLang=en)
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October 15, 2026
# WhatsApp compliance, consent and privacy
## Set up a responsible WhatsApp programme with clear customer consent, compliant templates and appropriate handling of personal data.
WhatsApp is a permission-based channel. Before you send business-initiated messages, make sure customers understand what they are agreeing to, how often you may contact them, and how to opt out.
## Collect a clear WhatsApp opt-in
- Ask for consent separately from SMS, email or phone consent unless the wording clearly covers WhatsApp.
- Name your organisation and explain the type of messages customers can expect.
- Record when, where and how the customer opted in, including the wording shown at the time.
- Provide a simple opt-out route and honour it immediately through your Do Not Contact list.
Do not use purchased lists or assume that a customer giving you a telephone number is consent to receive WhatsApp messages.
## Keep templates compliant
Use **Utility** templates only for updates connected to a specific customer request or transaction. Use **Authentication** templates for one-time passcodes. Promotions, newsletters and re-engagement belong in **Marketing** templates.
- Use accurate sample values for every placeholder.
- Make the sender and purpose obvious.
- Avoid misleading offers, prohibited products and vague or unexpected content.
- Review template quality after campaigns and pause activity if customer feedback worsens.
## Protect customer data
Only collect and use personal data that is necessary for the service you are providing. Limit access to customer profiles and message history, set appropriate retention periods, and use secure internal processes when exporting or sharing reports.
For privacy requests, follow your organisation's data-protection process and involve the appropriate privacy contact when needed.
## Use your brand consistently
Your WhatsApp display name, profile image, website and message copy should clearly identify your organisation. Keep branding accurate and avoid implying an affiliation that has not been approved. Meta reviews display names and may reject names that do not match the business identity.
## Related articles
[Message types and templates](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-message-types-and-templates?hsLang=en) · [Messaging window, limits and quality](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-messaging-window-limits-quality?hsLang=en) · [Blocklist (Do Not Contact)](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-blocklist?hsLang=en)
- [WhatsApp](https://knowledgebase.phonovation.com/messaging-whatsapp/whatsapp?hsLang=en)
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- [Platform and connectivity](https://knowledgebase.phonovation.com/messaging-whatsapp/platform-and-connectivity?hsLang=en)
- [Customer engagement](https://knowledgebase.phonovation.com/messaging-whatsapp/customer-engagement?hsLang=en)
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