Chapter 3 of 10
Your customers
The mobile number is the only thing you cannot leave for later: with no mobile, there is nowhere to send the reminder. The name, the email or the tax id can be added whenever you have them, and the customer is never blocked over that.
If a customer asks you to stop writing to them, they reply STOP and we stop reaching them on WhatsApp; their charges stay open all the same.
Chapter index
What happens when a customer replies STOP
STOP means stop. The moment your customer writes it, we stop sending reminders and there is no way to reverse it from Cobbi. It is what keeps the channel healthy, and it is what WhatsApp requires.
What happens, in order
- They get a short confirmation and receive no further reminders on that mobile.
- Their charges stay open. Nothing is deleted: what they owe is still on your list, with its amount and its date. The only thing that stops is the messages.
- The sends that were coming are marked as skipped, with the reason written down. You see them on the charge, like any other reminder that did not go out.
What is left for you
Call them, or write from your own WhatsApp. The opt out covers our automatic reminders, not your relationship with them: you can still collect the way you always have.
When they pay, record the payment by hand on the charge and everything lines up again.
Keep this in mind: the opt out applies to that mobile on the number that writes to them, so if another business uses Cobbi from the same number, it will not write to them either.
Before it happens, it is worth seeing what your customer receives: almost every opt out starts with a message the customer did not expect.