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Keywords & Consent

  • Updated on Jun 12, 2026
  • Published on Apr 8, 2024
  • 4 minute(s) read
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Consent is based on the phone number pairings being used in the conversation this would mean the user would be the From Number (Internal Address) and the customer would be the To Number (External Address). You can provide the ability for your customers to manage their consent with your business by the use of Keywords. Keywords allow you to configure certain words to opt in or to opt out.

At any point a user can overwrite the consent and assign this as explicit consent. A good example of this is that the customer has provided verbal consent from a phone call.

Available for SMS?

Available for WhatsApp Business?

Available for Chat?

✔

✖

✖

There are different types of consent depending on if your customer has opted in for communication on this channel or if they have messaged you recently.

Consent Type

Allows messaging

Information

Explicit Opt In

✔

Your customer has explicitly opted in to receive messages from you - this means there will be no restrictions and you can freely message them. No informational messages will display to the User.

Explicit Opt Out

✖

Your customer has explicitly opted out of messaging from you - this means you will not be able to message them. A message will display to the user informing them that the customer has opted out and no communication may happen on this channel.

Implied Consent - Valid

✔

You do not have explicit consent but you have received an inbound message from the customer within your implied consent period. This means you are able to message them and respond until the implied consent has expired. An informational message will display informing the user of this as well as a countdown for how long is remaining on the implied consent. More information below.

Implied Consent - Expired

✖

You do not have explicit consent and you previously had implied consent but this has now expired. This means you are not able to message them until you either have explicit consent or until you receive another message from the customer. An informational message will display informing the user of this. More information below.

No consent record found

✖

No consent record could be found so this is treated the same as explicit opt out. A message will display to the user informing them that no consent exists and no communication may happen on this channel.

The duration of the implied consent period is configurable and is altered on the Keywords & Consent page under Natterbox Settings. The duration can be set for 24 hours, 48 hours, or 72 hours.

This period is based on when the last message was received in a conversation and if the customer has not provided explicit consent already. For example, if my implied consent duration is set as 24 hours and I receive a message from a customer 20 hours ago this would give me Implied consent - valid. However if I then tried to respond outside of this 24 hour period I would then have an expired implied consent meaning I could not respond to the customer.

Keywords

A keyword allows you to setup certain words or strings that when an SMS message is received with these will update the consent on the conversation. Keywords can be configured to be opt in or opt out. For example, you may have the word “unsubscribe” which would then have an action to opt out when received.

When a keyword is triggered this will update the consent status as well as there will be an indicator on the message that triggered this for the type of consent that was updated.

Implied consent (otherwise known as Implied Consent) is provided when you receive a message. This is by default set as 24 hours but you can configure this on the Keywords and Consent page found under the Natterbox Settings tab.

The duration can be set to the following values:

  • 12 hours

  • 24 hours

  • 48 hours

  • 72 hours

Managing your Keywords

To add a Keyword this can be done from the Keywords and Consent page found under the Natterbox Settings tab.

Firstly you will need to press the “Add Keyword” button.

This will then open the side panel where you can enter in the Keyword you wish and select the type.

The types available are "Opt In” and “Opt Out”. Once you are having with your input you can press the “Save Changes” button in the bottom right corner to add your new keyword.

You will then see your keyword within your keywords list.

FAQ

What minimum Natterbox Salesforce package version must I be on?

It is typically recommended to always be on the latest stable version, but the minimum version is 1.378. More information can be found here.

Why can’t I access the Natterbox Settings page?

You will need to have a digital licence (either an SMS licence and/or a WhatsApp licence) and have the permission level of your User set to Admin. Permission levels are managed under the Natterbox Users tab in Salesforce.