WhatsApp Opt-In Policy

1. Introduction

This WhatsApp Opt-In Policy explains how WhatsApp communication is initiated, managed and controlled when businesses use MtejaFlow™.

MtejaFlow™ is a WhatsApp business automation and customer workflow platform operated by Lolla Technologies Ltd and powered by Mteja360. It helps businesses manage WhatsApp conversations, bookings, orders, payments, support requests, reminders, feedback, tickets and customer workflows.

Because WhatsApp communication may involve direct messages to customers, businesses using MtejaFlow™ must ensure that customers have agreed to receive messages where required.

This Policy explains:

• • What WhatsApp opt-in means
• • How opt-in may be collected
• • What types of messages may be sent
• • How customers can opt out
• • The responsibilities of businesses using MtejaFlow™
• • How MtejaFlow™ supports consent and responsible communication

2. What WhatsApp Opt-In Means

WhatsApp opt-in means that a customer has agreed to receive messages from a business through WhatsApp.

This agreement may apply to messages such as:

• • Booking confirmations
• • Order updates
• • Payment links
• • Payment confirmations
• • Appointment reminders
• • Delivery updates
• • Service notifications
• • Support ticket updates
• • Customer feedback requests
• • Account or membership updates
• • School or institutional notifications
• • Marketing or promotional messages, where allowed

A business should not send WhatsApp messages to customers unless it has a lawful basis or appropriate permission to do so.

3. Business Responsibility

Businesses using MtejaFlow™ are responsible for ensuring that customer communication through WhatsApp is lawful, respectful and properly authorized.

Each business is responsible for:

• • Collecting customer consent where required
• • Clearly identifying the business sending the message
• • Explaining what type of WhatsApp messages the customer may receive
• • Keeping opt-in records where appropriate
• • Respecting opt-out requests
• • Avoiding spam or misleading messages
• • Using approved WhatsApp templates correctly
• • Complying with WhatsApp / Meta rules
• • Complying with applicable data protection and consumer protection laws

MtejaFlow™ provides technology to help manage WhatsApp communication, but each business remains responsible for how it communicates with its customers.

4. How Customers May Opt In

A customer may opt in to receive WhatsApp messages through several methods, including:

4.1 Website Forms

A customer may tick a checkbox or submit a form agreeing to receive WhatsApp communication from a business.

Example wording:

I agree to receive WhatsApp messages from [Business Name] about my booking, order, payment, support request, reminders and related service updates.

4.2 Booking Forms

A customer may opt in when booking an appointment, table, room, service or consultation.

Example wording:

By submitting this booking, I agree to receive WhatsApp messages from [Business Name] about this booking, reminders, updates and related service communication.

4.3 Order Forms

A customer may opt in when placing an order.

Example wording:

I agree to receive WhatsApp messages from [Business Name] about my order, payment request, delivery status and related updates.

4.4 Payment or Invoice Forms

A customer may opt in when requesting or receiving a payment link, invoice or receipt.

Example wording:

I agree to receive WhatsApp messages from [Business Name] about payment links, invoices, receipts and related transaction updates.

4.5 QR Codes

A business may display a QR code that opens a WhatsApp conversation.

The QR code area should clearly state what the customer is agreeing to.

Example wording:

Scan to chat with [Business Name] on WhatsApp. By starting a chat, you agree to receive WhatsApp replies and service updates related to your request.

4.6 WhatsApp Conversation Initiation

A customer may initiate a WhatsApp conversation with a business by sending a message first.

Where appropriate, the business may continue the conversation to respond to the customer's request, provide service information, process a booking or order, or offer support.

4.7 Customer Registration

A customer may opt in during account creation, membership registration, school registration, clinic registration, loyalty enrollment or customer onboarding.

Example wording:

I agree to receive WhatsApp messages from [Business Name] about my account, service updates, reminders, payments, support and important notifications.

4.8 Offline Consent

A business may collect opt-in through physical forms, service agreements, customer forms, school forms, membership forms or in-person registration.

The consent wording should clearly mention WhatsApp communication and the business name.

5. Types of WhatsApp Messages

Businesses using MtejaFlow™ may send different types of WhatsApp messages depending on customer consent, business need and WhatsApp rules.

5.1 Service Messages

These are messages related to a customer's current request or interaction.

Examples:

• • Replying to a customer inquiry
• • Responding to a booking request
• • Answering a product or service question
• • Handling a complaint
• • Updating a customer support ticket

5.2 Utility Messages

These are useful transactional or operational messages.

Examples:

• • Booking confirmation
• • Appointment reminder
• • Order confirmation
• • Payment request
• • Payment confirmation
• • Delivery update
• • Invoice notification
• • Ticket update
• • Membership renewal reminder
• • School fee reminder

5.3 Marketing Messages

These are promotional messages.

Examples:

• • Offers
• • Discounts
• • Promotions
• • New product announcements
• • Event invitations
• • Loyalty campaigns
• • Customer reactivation messages

Marketing messages should only be sent where appropriate consent exists and where the message complies with applicable WhatsApp, data protection and consumer protection requirements.

5.4 Authentication Messages

These are messages used for verification or security.

Examples:

• • One-time password
• • Login verification
• • Account activation code
• • Security alert

6. What Customers Should Be Told Before Opting In

Before or at the time of opt-in, customers should be informed of:

• • The name of the business that will send messages
• • That messages may be sent through WhatsApp
• • The type of messages they may receive
• • That they can opt out where applicable
• • Where they can ask questions or request support

Recommended general opt-in wording:

I agree to receive WhatsApp messages from [Business Name] about my inquiries, bookings, orders, payments, support requests, reminders, service updates and related communication. I understand I can opt out of non-essential messages at any time by replying STOP.

7. Opt-Out and Unsubscribe

Customers must be able to stop receiving non-essential WhatsApp messages.

Customers may opt out by:

• • Replying "STOP"
• • Replying "UNSUBSCRIBE"
• • Asking the business not to message them
• • Contacting the business directly
• • Contacting MtejaFlow™ support where appropriate

Once a customer opts out, the business should stop sending marketing or non-essential messages unless further communication is required for legal, transactional, security or service-related reasons.

8. STOP Keyword Handling

MtejaFlow™ may support automatic opt-out handling when a customer replies with words such as:

• • STOP
• • UNSUBSCRIBE
• • CANCEL
• • REMOVE
• • OPT OUT

When such a request is received, the system may update the customer's opt-out status and prevent further non-essential messages.

Businesses should still monitor opt-out requests and ensure customer preferences are respected.

Recommended confirmation message:

You have been opted out from non-essential WhatsApp messages from [Business Name]. You may still receive important transactional or service-related messages where necessary.

9. Re-Opt-In

A customer who has opted out may opt in again by clearly requesting to receive WhatsApp messages from the business.

Examples:

• • Sending "START"
• • Submitting a new opt-in form
• • Ticking a consent checkbox
• • Asking the business to resume WhatsApp updates

Recommended re-opt-in confirmation:

Thank you. You have opted in to receive WhatsApp messages from [Business Name] about your requests, bookings, orders, payments, support and related updates.

10. Consent Records

Businesses should maintain records of customer opt-in where appropriate.

Opt-in records may include:

• • Customer phone number
• • Customer name, where available
• • Date and time of opt-in
• • Source of opt-in
• • Consent wording used
• • Message type consented to
• • Opt-out status
• • Date and time of opt-out, where applicable

MtejaFlow™ may support consent logs, opt-in tracking and opt-out records depending on the selected plan and configuration.

11. Use of Customer Phone Numbers

Customer phone numbers should only be used for legitimate business communication.

Businesses should not:

• • Upload phone numbers without lawful basis
• • Buy or scrape contact lists
• • Send spam
• • Mislead customers
• • Message customers who have opted out
• • Share customer numbers unlawfully
• • Use customer numbers for unrelated purposes without consent

MtejaFlow™ does not sell customer phone numbers.

12. Broadcast and Campaign Controls

Businesses using MtejaFlow™ for broadcasts or campaigns must ensure that:

• • Recipients have appropriate consent
• • Messages are relevant and truthful
• • The business is clearly identified
• • Opt-out requests are respected
• • Message frequency is reasonable
• • Marketing templates are approved where required
• • Campaigns comply with WhatsApp / Meta rules and applicable law

MtejaFlow™ may apply approval workflows, throttling, segmentation, opt-out filtering or usage limits to protect customers, businesses and platform quality.

13. Client Staff Responsibilities

Staff members using MtejaFlow™ should:

• • Respect customer opt-in and opt-out preferences
• • Avoid sending unnecessary messages
• • Avoid misleading or aggressive marketing
• • Avoid sharing customer data outside authorized systems
• • Escalate sensitive issues to management
• • Use approved templates where required
• • Keep customer communication professional

14. Sensitive Communications

Some businesses may use MtejaFlow™ in sensitive sectors such as education, healthcare, finance, membership organizations or institutional services.

Such businesses should apply additional care when sending WhatsApp messages involving:

• • Student information
• • Patient communication
• • Financial information
• • Membership details
• • Account information
• • Payment information
• • Complaints or disputes

Sensitive information should only be shared where appropriate, lawful and necessary.

15. Relationship With Privacy Policy and Terms

This WhatsApp Opt-In Policy should be read together with:

• • MtejaFlow™ Privacy Policy
• • MtejaFlow™ Terms of Service
• • MtejaFlow™ Data Protection Notice
• • WhatsApp / Meta Business Messaging requirements
• • The privacy policy of the business using MtejaFlow™

If there is a conflict between this Policy and applicable law or WhatsApp / Meta requirements, the stricter requirement may apply.

16. MtejaFlow™ Platform Controls

MtejaFlow™ may support responsible WhatsApp communication through:

• • Opt-in tracking
• • Opt-out handling
• • Consent logs
• • Template management
• • Message categories
• • Broadcast controls
• • Role-based access
• • Audit logs
• • Customer identity mapping
• • Staff assignment
• • Escalation workflows
• • Delivery and failure logs

These controls help businesses manage WhatsApp communication more responsibly and professionally.

17. Contact for Opt-In or Messaging Questions

For questions about WhatsApp opt-in, customer consent or messaging preferences, contact:

MtejaFlow™ Support
Operated by Lolla Technologies Ltd

Website: https://mtejaflow.com

Support: support@mtejaflow.com

Sales: sales@mtejaflow.com

Phone / WhatsApp: +254 717 042 042

Location: Nairobi, Kenya

Customers may also contact the specific business that sent them the WhatsApp message.

18. Updates to This Policy

This WhatsApp Opt-In Policy may be updated from time to time to reflect changes in our services, WhatsApp / Meta requirements, data protection requirements or business practices.

The updated version will be posted on https://mtejaflow.com with a revised effective date.

19. Closing Statement

MtejaFlow™ is built to help businesses use WhatsApp responsibly, professionally and effectively.

We believe customer communication should be clear, permission-based, useful and respectful.

MtejaFlow™ is powered by Mteja360 and operated by Lolla Technologies Ltd.