The short answer
Ask for the number with one clear sentence that names your business, says what you will send on WhatsApp and how to stop. Message only people who said yes, write down when and how they agreed, and remove anyone who asks, whether they ask on WhatsApp or at the counter.
Key takeaways
- WhatsApp only allows messages to people who gave you their number and agreed to hear from your business.
- Say your business name, what you will send and how to stop, in one sentence.
- Keep a record of each yes, and make stopping as easy as signing up.
- 01What WhatsApp asks for
- 02What to say at the counter
- 03Ask separately for offers if you can
- 04Write down the yes
- 05Make stopping as easy as starting
- 06What India’s data protection rules add, and when
- 07How Reten handles it
- 08This is not legal advice
What WhatsApp asks for
WhatsApp’s Business Messaging Policy lets a business message someone only if they gave it their number and agreed to receive messages from that business. Meta’s opt-in guide adds that the person must be told clearly that they are opting in, and which business they are opting in to. The yes can be given in person or on paper, as well as by SMS, on a website or by phone.
What to say at the counter
One sentence is enough, as long as it names your business, says what you will send and says how to stop. For example: “Can we send your bills and the odd offer from Corner Café on WhatsApp? Just tell us whenever you want them to stop.” A tick box on a paper slip or a sign beside a QR code works the same way, as long as it carries those three things.
Ask separately for offers if you can
Bills and order updates are something most customers expect. Offers are not. Meta suggests getting opt-in for each kind of message you plan to send, or a separate yes for each kind. Meta says this lowers the chance that people block you, and it limits businesses whose message quality stays low.
Write down the yes
For each customer, note the date, how they said yes (at the counter, on a slip, through a link) and what they agreed to (bills, offers or both). If someone later asks why they got a message, you can answer in one line. A number on an old bill is not a yes: if they never agreed, don’t message them.
Make stopping as easy as starting
WhatsApp’s policy says a business must respect every request to stop, whether it comes on WhatsApp or anywhere else, and take that person off its contact list. Tell staff too: “please don’t send me these” said at the counter counts.
What India’s data protection rules add, and when
The Digital Personal Data Protection Rules, 2025 were published in the Gazette on 13 November 2025. Rule 3 starts eighteen months after publication, so from May 2027. It says the notice you give must be clear on its own, in plain language, list the personal data you collect and why, and explain how the customer can withdraw consent as easily as they gave it, use their rights and complain to the Data Protection Board. Rule 4, which starts one year after publication, is about companies registering with the Board as consent managers; it does not ask a shop to do anything.
How Reten handles it
Reten only messages customers who opted in, and anyone who asks to stop is left out of every campaign after that.
This is not legal advice
This is a plain summary for owners. For your own business, check with a lawyer or your CA.
Sources
Put it to work.
See who’s due for this one in your own Reten.
Written by the Reten editorial team. General guidance, not legal advice: check consent and messaging rules for your business before you send.
