Why enable automatic detection of unsubscribe intent
We strongly recommend enabling this WAX feature, which automatically unsubscribes a contact if our AI detects an intent not to receive communications via WhatsApp.
This detection works regardless of the wording the customer uses, for example:
"Unsubscribe me"
"I don't want to be contacted here anymore"
This feature improves the customer experience, helps avoid degrading your quality score, and reduces the load on your customer service team.
⚠️ Once a contact is unsubscribed, they can no longer receive any communication from you on that channel (WhatsApp, RCS, SMS).
If you want to re-subscribe them, follow the tutorial: How to manually opt out a contact.
What does the customer-side experience look like?
How to enable automatic detection of opt-out intent
In your WAX settings, go to: Optout
Turn on the toggle Automatically detect opt-out intent from customer messages
Example: "Sorry for the inconvenience, we've just unsubscribed you. You will no longer receive WhatsApp communications from us. Have a nice day!"
🔁 Add an opt-out confirmation via a flow
Whether the opt-out is triggered by the AI or by an opt-out block in a flow, you can automatically send a dedicated unsubscribe confirmation message.
Simply edit the content (thank-you note, reminder that they can re-subscribe, etc.) that will be sent to the contact who wants to unsubscribe.
This flow will trigger automatically on every opt-out, regardless of its source (AI or a manual opt-out block in another flow).
💡 This option is also available for RCS. You can configure it from your settings.
⚠️ Watch out for duplicates with your flows
If you've already built a flow containing an Unsubscribe button followed by a reply block and then an opt-out block, enabling this AI detection on top of that mechanism creates a duplicate.
The contact could receive two unsubscribe confirmation messages (one via the flow, one via the AI).
💡 So choose only one of the two methods:
Either let the AI detect and process opt-out requests globally, across all your WhatsApp conversations.
Or manage unsubscribes only via your flows, with a reply block followed by an opt-out block at the exact point where the contact clicks an unsubscribe button.