FAQ: Double opt-in confirmation message
FAQ
This page answers the most common questions about the WhatsApp double opt-in confirmation message—especially around editing, removing, and whether it impacts delivery or account health.
You can’t edit the double opt-in confirmation message because it isn’t authored inside our app. It’s a standardized, system-generated WhatsApp message that’s intentionally not customizable.
If you’re looking for where your team can customize WhatsApp messaging, use your approved templates and your automation/campaign message content. The confirmation message is separate from those.
No. Double opt-in can’t be removed or disabled for the WhatsApp confirmation flow. Because the confirmation is controlled by WhatsApp, there’s no setting in our app to turn it off.
If your goal is to reduce surprises for customers, mention the confirmation step in your sign-up copy (for example: “Reply YES to confirm you want WhatsApp updates”). This sets expectations and can improve opt-in completion.
The confirmation message itself doesn’t reduce deliverability. It’s part of the opt-in process: a customer must confirm before they can reliably receive your WhatsApp messages going forward.
Before confirmation: the customer may not be eligible to receive some of your intended messages.
After confirmation: your WhatsApp messages send normally (subject to standard WhatsApp rules and your template approvals).
If you’re seeing lower-than-expected sends, the most common cause is that some contacts haven’t completed the confirmation step yet.
No—this confirmation flow is designed to protect account health, not harm it. Confirmed opt-ins help ensure messages go to people who explicitly want them, which supports lower complaint rates and healthier sending over time.
Avoid trying to work around confirmation (for example, re-messaging people who haven’t confirmed in a way that could feel spammy). That approach can increase blocks/complaints, which can negatively affect account standing.
What you can do (practical tips)
Set expectations at signup: Tell customers they’ll receive a WhatsApp confirmation and what they need to reply to complete it.
Make opt-in clear and specific: Use plain language about what they’ll receive (e.g., order updates, appointment reminders, promotions).
Segment by confirmation status: by default Coco only target WhatsApp campaigns to contacts who have completed confirmation.
This page focuses on the common FAQ items. For a deeper explanation of what the confirmation message is and why it’s standardized, refer to the dedicated page in the WhatsApp Consent & Compliance section.