🔍 What Are Intents?
Intents are powerful conversation triggers that detect when a customer expresses a specific need or interest — such as wanting a discount, asking about a product, or being ready to purchase. When an intent is caught, it can automatically trigger a flow, helping you guide the customer towards conversion.
🎯 Goal of This Playbook
Use Un-subscription Intents to stay GDPR compliant by:
Detecting opt-out signals immediately and accurately
Minimizing poor experience of not being able to opt out
Ensuring proper consent management and documentation
Maintaining customer relationships where possible
💡 Use Case: Smart Un-subscription Management
Customers often express unsubscribe intent with phrases like:
"Unsubscribe me"
"Stop sending me messages"
"I don't want these anymore"
"Remove me from your list"
"Too many messages"
These are critical compliance signals that require immediate, proper handling.
With Intents, you can catch these requests and respond in a way that's both GDPR compliant and relationship-preserving.
🔧 Step-by-Step Setup
Creating the Un-subscription Intent
Navigate to the "Intents" page and click create new
Define a generic sentence that represents unsubscribe intent, e.g. "I want to unsubscribe from your messages"
Use the "Generate samples" button to let our AI help you create more example phrases like:
"Stop these notifications"
"Remove me from your list"
"I don't want to receive messages anymore"
"Unsubscribe please"
"Too many messages, stop"
Edit and add more phrases as needed - the more comprehensive, the better the detection
Click Save when you're satisfied with your intent
Creating the Compliance Flow
Use the un-subscription intent as the trigger for your flow
Acknowledge the request: "Do you really want to unsubscribe?", and provide an alternative to unsubscribing: “Do you really want to unsubscribe?” → “No” → “That’s great, we’d love to you updated on exclusive offers!”
If customer still wants to unsubscribe: ◦ Process the opt-out in your system ◦ Send confirmation: "Thank you, you have successfully unsubscribed from our Whatsapp newsletter"
Optionally, ask for brief feedback: "We’re sad to see you leave. Could you let us know why you no longer want to receive messages from us?"
Example of Opt-out Flow:
Zoom in:
📈 Benefits
GDPR Compliance: Automatic handling of opt-out requests
Relationship Preservation: Offer alternatives before full unsubscribe
Legal Safeguard: Proper documentation of consent withdrawal
Customer Satisfaction: Respectful, quick response to preferences
Reduced Complaints: Proactive management prevents escalation
✅ Best Practices
Respond to unsubscribe intents within seconds, not hours
Offer preference adjustment options first
Make the full opt-out process simple and immediate
Keep records of all opt-out requests with timestamps
Train your AI with various ways people express unsubscribe intent
Test your flow regularly to ensure compliance
Ask for brief feedback motivating the un-subscription (optional)
🔚 Wrap-Up
By using un-subscription Intents smartly, you turn potential compliance risks into opportunities for better customer relationships. Each intent you catch ensures you're respecting customer preferences while staying fully GDPR compliant - protecting both your customers and your business.