1. Customer permission comes first
A business must have a valid reason and the customer’s appropriate permission before sending promotional or non-essential WhatsApp messages. Permission must be freely given, informed, unambiguous, specific to the sender and message subject, and obtained before messaging begins.
A limited existing-customer basis may apply only where contact details were obtained during a sale or sale discussion, the new message concerns similar products or services, a free opt-out was offered when the details were collected and was not used, and every later message includes a free opt-out.
2. What customers can expect
When a customer opts in, the business should clearly identify:
- The business or service that will send messages.
- That the messages will be sent through WhatsApp.
- The categories of messages the customer is agreeing to receive.
- How frequently messages may be sent, where this can reasonably be stated.
- How to get help and how to stop future promotional messages.
Marketing permission must not be hidden inside general website terms or made a condition of receiving an unrelated service.
3. Sender transparency
A promotional message must identify the sender, provide a working support contact, explain the source of the recipient’s contact details where required, and include a valid operational opt-out. Businesses must not conceal their identity or the commercial purpose of a message.
4. Opting out
Customers may withdraw permission at any time. Replying STOP must be treated as a single-step opt-out request for promotional messages from that sender. Businesses must honour an opt-out promptly and may send only a confirmation unless the customer gives fresh permission. A customer may reply HELP for support information where that keyword is offered.
5. Prohibited messaging
Tripulse Connect must not be used for:
- Unsolicited bulk messages, purchased contact lists or misleading promotions.
- Fraud, impersonation, harassment, threats or unlawful discrimination.
- Requests for passwords, PINs or full payment-card credentials in chat.
- Content or activity prohibited by WhatsApp, Twilio or applicable law.
6. Business responsibilities
Each business using Tripulse Connect is responsible for the accuracy of its messages, the legitimacy of its customer data, its consent records, and compliance with applicable sector rules. Businesses must identify themselves honestly and respond appropriately to customer questions, complaints and rights requests.
7. First outbound message
The first business-initiated message should clearly identify the sender and include the instruction “Reply STOP to unsubscribe.” A customer who starts a WhatsApp conversation may receive a response to that enquiry, but this does not by itself create permission for future recurring promotional messages.
8. Enforcement
We may investigate complaints, limit messaging, suspend access or take other proportionate action where we reasonably believe this policy, provider rules or applicable law has been breached.
9. Support and complaints
For help with a Tri-Pulse message, first contact the business named in the message. You may also email support@tripulsetelecom.com and include the sender’s name, the date of the message and a short description of the issue.