Messaging and compliance — what the product does and doesn't do
Business messaging is regulated — by law in most countries, and by the channels themselves. REDA Connect gives you working opt-out mechanics, but it is not a compliance product, and using it does not by itself make your messaging lawful. This page draws the line honestly, so you know exactly what to build your own processes around.
What REDA Connect enforces
- Keyword opt-out and opt-in for people linked to a Lead or Contact: a reply consisting of an enabled keyword on its own (
STOP/BLOCKout,START/UNBLOCKin, any capitalisation) sets or clears the channel's opt-out flag automatically. See How opt-out works. - Send blocking: once a Lead's or Contact's opt-out checkbox is ticked for a channel — by the keyword automation or by hand — creating any new REDA Connect message to them on that channel fails with an explicit error. See Opt-out fields on Leads and Contacts.
What REDA Connect does NOT do
- Capture consent. It doesn't record how or when a person agreed to be messaged in the first place. Obtaining and evidencing consent before the first message is entirely your process.
- Recognise opt-out sentences. Only the bare keyword triggers the automation —
please stopdoes not. Someone on your team must handle written requests and tick the flag manually. - Cover objects beyond Lead and Contact. Conversations filed on other records have no automatic flags and no send blocking.
- Enforce quiet hours. Nothing stops a send at 3 a.m. in the recipient's time zone.
- Apply jurisdiction rules. No country-specific rules (sender registration, content rules, consent standards such as TCPA, GDPR/ePrivacy, or local equivalents) are built in.
The channel's own policy layer
WhatsApp adds its own enforcement on top, run by Meta: business-initiated conversations must use pre-approved message templates, and Meta reviews every template before you can send it. That approval process is separate from anything in Salesforce — see WhatsApp message templates and Meta approval. Poor-quality or unwanted messaging also affects your WhatsApp number's standing with Meta, independent of any Salesforce setting. SMS has analogous carrier- and country-level rules that Twilio applies on their side.
What this means in practice
Treat REDA Connect's flags as the last line of defence, not the whole programme: capture consent before you message, keep suppression lists imported into the opt-out fields, put "Reply STOP to unsubscribe" in your outbound templates, and time your campaigns for civilised hours yourself.
FAQ
Usually not. Most regimes require valid consent before the first message, not just a way out afterwards — and REDA Connect only recognises the bare keyword, so written requests still need human handling. The keyword loop is necessary, not sufficient.
No. It stores the current opt-out state (four checkboxes) and, like all messages, the inbound reply that triggered it. If your jurisdiction requires consent records, keep them in your own fields or system.
Not with a product setting. Send bulk campaigns manually at appropriate times, or have your admin build scheduling controls in your org.
You are — the product can only block what its checkboxes know about. Make ticking the opt-out fields part of your team's process for any opt-out request that arrives outside the keyword loop.
Where to go next
- How opt-out works — the exact mechanics of the keyword loop.
- Opt-out fields on Leads and Contacts — manual control and suppression-list imports.
- WhatsApp message templates and Meta approval — the channel's own approval layer for business-initiated messages.