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Documentation Index

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Marketing consent is tracked individually for every customer in Galantis through the marketing_state field. This field controls whether a customer can receive campaign messages, automation messages, and Back-in-Stock notifications. It is updated automatically through Shopify webhooks and platform events — and it is enforced automatically before any message is dispatched. This page covers consent from the audience management perspective — how it is set, how it changes, and how to manage it across your contact base. For the broader compliance context and WhatsApp policy requirements, see Compliance — Opt-in & Consent.

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What this covers

  • All consent states and their meaning
  • How consent state changes over time
  • Opt-out processing and the STOP flow
  • Re-subscription requirements
  • Reviewing and filtering contacts by consent state
Every customer in Galantis has one of the following marketing_state values:
StateMeaningCan receive messages
SUBSCRIBEDExplicitly opted inYes
PENDINGConsent collected, awaiting confirmationNo
NOT_SUBSCRIBEDHas not opted inNo
UNSUBSCRIBEDPreviously opted in, now opted outNo
UNKNOWNNo consent information availableNo
INVALIDBad or unverifiable dataNo
REDACTEDGDPR/compliance data deletion appliedNo
Only SUBSCRIBED customers are eligible for campaign sends and automation message actions. All other states result in the customer being excluded from or skipped in any outbound send. Consent state originates from Shopify and is kept current via the customers/marketing_consent_updated webhook. When a customer’s consent changes in Shopify — through a checkout opt-in, a form submission, or an admin update — the change propagates to Galantis automatically. The following events set or change a customer’s marketing_state:
EventResulting stateMechanism
Customer checks the opt-in box at Shopify checkoutSUBSCRIBEDcustomers/marketing_consent_updated webhook
Customer submits their number via Back-in-Stock widgetSUBSCRIBEDGalantis records consent at submission
Customer initiates contact via storefront chat widgetSUBSCRIBEDCustomer-initiated contact establishes consent
Manual import with consent confirmationSUBSCRIBEDSet at import time
Customer replies STOP to any WhatsApp messageUNSUBSCRIBEDGalantis processes inbound STOP reply
Customer never opted inNOT_SUBSCRIBED or UNKNOWNSynced from Shopify consent data
GDPR deletion request receivedREDACTEDcustomers/redact webhook

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Opt-out processing

When a customer replies STOP to any WhatsApp message — whether from a campaign, an automation, or an Inbox agent — Galantis processes the reply and moves the customer’s marketing_state to UNSUBSCRIBED immediately. From that moment:
  • The customer is excluded from all future campaign audience calculations
  • The customer is skipped in all automation message actions — the skip is recorded as SKIPPED in the activity log
  • The customer does not receive Back-in-Stock notifications, even if they have an ACTIVE subscription record
  • The customer remains in any lists or segments they belong to — opt-out affects messaging eligibility, not list or segment membership
Opt-out is processed at the platform level, not just per channel. A customer who replies STOP to a campaign message is opted out of all Galantis messaging — automations, Inbox-initiated messages, and Back-in-Stock notifications — not only the specific campaign they replied to.

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Re-subscription

An UNSUBSCRIBED customer cannot be re-added to messaging through any admin action within Galantis. Re-subscription requires explicit new opt-in from the customer through an approved collection method:
  • Re-submitting their number via the Back-in-Stock widget
  • Checking the opt-in box at the Shopify checkout on a subsequent order
  • Any other explicit opt-in mechanism that generates a customers/marketing_consent_updated webhook with a subscribed state
When a re-subscription event occurs, Shopify sends the consent update webhook and Galantis moves the customer’s marketing_state back to SUBSCRIBED. From that point, they are eligible to receive messages again.
Do not attempt to manually override UNSUBSCRIBED status in Galantis. Doing so would bypass WhatsApp’s consent requirements and could result in policy violations and quality degradation on your phone number. The re-subscription path must originate from the customer.

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REDACTED state

REDACTED is distinct from UNSUBSCRIBED. It is applied when a GDPR or compliance data deletion request is received via Shopify’s customers/redact webhook. Unlike UNSUBSCRIBED, REDACTED is not reversible through re-subscription — it signals that the customer’s data has been subject to a deletion request and must not be used for any messaging purpose. See Compliance — GDPR & Data Privacy for full details on how deletion requests are processed. To review your contact base by consent state:
  1. Go to Audience → Contacts
  2. Filter by marketing_state to view all customers in a specific state
  3. For individual customers, open the contact profile — the current marketing_state is visible at the top of the profile alongside other key fields
Filtering by UNSUBSCRIBED gives you visibility into how many customers have opted out and when. Filtering by NOT_SUBSCRIBED or UNKNOWN shows customers who are in your Shopify store but have not opted into WhatsApp marketing — these are contacts you cannot message through Galantis until they provide explicit consent. The Consent status segment rule lets you build segments that only contain SUBSCRIBED customers: 
Consent status = Yes
Adding this rule to any segment used as a campaign audience ensures the segment never contains non-eligible customers — which prevents the consent filter from silently reducing your actual send count below your estimated reach at send time. See Segments for how to configure this rule alongside other targeting conditions.

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Best practices

  • Never manually import customers as SUBSCRIBED without verifiable proof of opt-in. An import that marks customers as consented without a valid opt-in record is a WhatsApp policy violation.
  • Add Consent status = Yes to campaign-facing segments. This surfaces only messageable customers in reach estimates and prevents confusion when estimated reach differs significantly from actual sends.
  • Monitor opt-out rates after campaigns. A high volume of STOP replies following a campaign is a signal that the message was not well-targeted or was perceived as unwanted. Review audience quality and message relevance before the next send.
  • Do not re-import UNSUBSCRIBED customers as consented. Re-importing and marking an opted-out customer as subscribed without a genuine new opt-in is a compliance violation that puts your phone number quality at risk.