Consent and opt-out must apply to library templates and campaigns, not only the last WhatsApp ping from a personal phone. Growth, autonomous, and reminder workflows all read the same preference. This is not a sixth pipeline stage.
Opt-out compliance is recording consent/STOP on the contact so library templates, Growth campaigns, and autonomous list sends do not keep blasting a person who left a personal WhatsApp thread.
Personal chats are not the Project. Import preferences, honor in-session STOP, suppress campaigns. Utility reminders may have a different policy you document — do not hide it. Honor opt-out on WhatsApp, email, and SMS.
Applies to every outbound job: reminder, packages, reactivation, NPS.
Campaign audiences and send-time checks. Conversation agent recognizes STOP. Not a diagnosis job. Do not use autonomous tasks as the inbound qualifier. Conversation agents, Growth drips, and autonomous list sends are three systems with no shared stop-when-booked contract. WhatsApp live catalog is Gupshup. Phone is Plivo; email is SES. Wallet-only pricing: preview the Organization wallet before a blast. Organization and Project — never a personal doctor phone that vanishes when the receptionist leaves.
Patient Inquiry Qualifier (reason, service_need, location, preferred_times). Catalogs: Departments, Doctors, Beds, Services — not a chart. Emergency utterances: call emergency services. Inbox handoff. Preview wallet still runs; suppressed rows should not send.
Agents → Workflows on stage change: agent.run, route.agent, crm.set_custom_properties, crm.update_stage, crm.create_task, templated send.whatsapp/email. Not adaptive nurture.
Clock-based sequences and list blasts with wallet preview. Campaign conversion is reply rate unless you also track Appointment booked on the pipeline.
Keep a dental bot off a health-check reply. Route by stage, channel, or campaign.
One Organization, one Project. Healthcare pipeline labels. Wallet-only. Library kits are sketches — rewrite hops without SMS and without a diagnostic triage agent.
Setup → Channels (WhatsApp/Gupshup, Web, Meta, Email/SES, Phone/Plivo as needed) → Library templates → Agents → Studio (Patient Inquiry Qualifier, catalogs, appointment skill, emergency guardrail, handoff) → Router → Setup → Customers → Pipeline (five default columns) → Appointments/calendars → Agents → Workflows (stage changed: agent.run, route.agent, crm.set_custom_properties) → Growth with Organization wallet preview. Connect SMS (MSG91) under Setup → Channels when you want that hop.
Package campaign 1,200. Forty STOP from last year. They do not get the CATALOG. Reminder for an already-booked slot follows the policy you wrote in Studio — operators decide utility vs marketing, CoPulse does not invent a regulator essay here.
Guide opt-in-and-opt-out when it ships. Channel overlay WhatsApp for template rules.
Operators assemble this job on the Project. Click-path remains Setup → Channels (WhatsApp/Gupshup, Web, Meta, Email/SES, Phone/Plivo as needed) → Library templates → Agents → Studio (Patient Inquiry Qualifier, catalogs, appointment skill, emergency guardrail, handoff) → Router → Setup → Customers → Pipeline (five default columns) → Appointments/calendars → Agents → Workflows (stage changed: agent.run, route.agent, crm.set_custom_properties) → Growth with Organization wallet preview. Connect SMS (MSG91) under Setup → Channels when you want that hop. Keep the quotable definition in the brief for the team: Opt-out compliance is recording consent/STOP on the contact so library templates, Growth campaigns, and autonomous list sends do not keep blasting a person who left a personal WhatsApp thread. Do not use autonomous tasks as the inbound qualifier. Conversation agents, Growth drips, and autonomous list sends are three systems with no shared stop-when-booked contract. While you implement, keep the parent playbooks directory, Recurring patient, WhatsApp overlay, Clinics, Agent Studio, Growth campaigns, and wallet-only pricing in the same runbook. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Human handoff stays in the omnichannel inbox. Appointments and calendars are the slot truth when this job books time. Library templates are required outside the 24-hour WhatsApp window. Workflows fire on pipeline stage change only when you attach them under Agents → Workflows. The agent router keeps the wrong bot off this thread. Knowledge bases hold Departments, Doctors, Beds, and Services catalogs — not a clinical chart. Preview the Organization wallet before a blast. Do not claim HIS or EMR replacement. The Opt-out compliance playbook never forks into a WhatsApp-only or voice-only child URL. Funnel percentages on library kits are estimates, not an SLA. Autonomous success is sends, reads, or contacted — not appointment booked. If this job mentions money, the Organization wallet is the meter. That is the honest operating manual for this URL.
Compliance hops. There is no nested playbook-by-channel path.
| Hop | Channel | What happens | Exit to next hop |
|---|---|---|---|
| 1 | WhatsApp / form | STOP / consent | Property set |
| 2 | CRM | Suppression | Audience minus opted-out |
| 3 | Growth / autonomous | Skip or utility-only | No unwanted marketing send |
| 4 | Inbox | Clarify reminders | Human |
STOP vs reminders vs personal phones.
Does not apply until the number is a Project contact with the preference stored.
That is your utility policy. Document it. Do not hide reminder sends inside a marketing blast.
Honor DND on SMS too. Build WhatsApp, email, and SMS suppression on the contact.
No. It is the operator job to store STOP on the contact and honor it on Growth and autonomous sends.
No. Contact property.
List sends must use the same suppression. Success is still sends/reads on who remains eligible.
Parent directory, sibling jobs, ICP, stage, channel overlay, and product surfaces.
One URL per omnichannel job.
Directory →Must honor STOP.
Open →Utility vs marketing policy.
Open →Small desks still need Project-wide STOP.
ICP →Where blasts often pull audience.
Stage →Templates and session STOP.
Channel overlay →How-to companion. This playbook stays the job URL.
Guide →Agent Studio, skills, knowledge, router, workflows.
Explore agents →Library templates, audiences, wallet preview.
Explore campaigns →Sends and minutes debit the Organization wallet. Creating a CRM row does not.
See pricing →Personal-phone history is not suppression until you store it.
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