Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/Multichannel/Engage/Connect/WhatsAppBusinessMessaging/ManageMessagingConsent.htm

## Capturing Consent for Messaging

To ensure end users are compliant with regulations when communicating via chat messages, end users must capture HCP consent for the Messaging consent channel.

Consent for messaging is captured for an account, not for a channel value (phone number), product, detail group, or content type. For example, if an HCP opts into the Messaging channel, they are opted in even if they change phone numbers. They must opt out explicitly to stop receiving messages.

**Who can use this feature?**

* Business Admin Users - Browser
* [Setting up consent for Messaging](#Setup)
* [Setting up legacy consent](#Legacy)
* [Defining subscribe and unsubscribe keywords](#ConsentKeywords)
* [Defining automated consent confirmation WhatsApp messages](#AutomatedConsentMsg)
* End Users - Browser, iPad, iPhone
* [Capturing consent for Messaging](#CaptureConsent)
* Users do not require an additional license

### Configuring Consent for Messaging for

[![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

To configure this feature:

1. Ensure [Configuring Consent Capture](../../../ConsentCapture/CCConfiguration.htm) is complete.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate permission set.
4. Select the **Objects** tab.
5. Grant the following permissions:

   | Object | Object Permission | Object Types | Fields | Field Permission |
   | --- | --- | --- | --- | --- |
   | consent\_type\_\_v | CRE | messaging\_\_v | * channel\_label\_\_v * channel\_source\_\_v * consent\_custom\_duration\_\_v * consent\_expires\_in\_\_v * consent\_header\_\_v * created\_by\_\_v * created\_date\_\_v * default\_consent\_type\_\_v * disclaimer\_text\_file\_\_v * display\_order\_\_v * legacy\_consent\_channel\_\_v (optional) * modified\_by\_\_v * modified\_date\_\_v * name\_\_v * product\_preference\_\_v * subscribe\_keyword\_\_v * unsubscribe\_keyword\_\_v * zvod\_consent\_default\_consent\_text\_file\_\_v | Edit |
   | multichannel\_consent\_\_v | CRE | messaging\_\_v | * account\_\_v * capture\_datetime\_\_v * consent\_header\_\_v * consent\_type\_\_v * created\_by\_\_v * created\_date\_\_v * default\_consent\_text\_file\_\_v * last\_device\_\_v * legacy\_consent\_channel\_\_v (optional) * mobile\_id\_\_v * modified\_by\_\_v * modified\_date\_\_v * object\_type\_\_v * opt\_expiration\_date\_\_v * opt\_method\_\_v * opt\_type\_\_v * optout\_event\_type\_\_v * signature\_\_v * signature\_datetime\_\_v * signature\_id\_\_v | Edit |

[![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

1. Ensure [Configuring Consent Capture](../../../ConsentCapture/CCConfiguration.htm) is complete.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate permission set.
4. Select the **Objects** tab.
5. Grant the following permissions:

   | Object | Object Permission | Object Types | Fields | Field Permission |
   | --- | --- | --- | --- | --- |
   | consent\_type\_\_v | R | messaging\_\_v | * channel\_label\_\_v * channel\_source\_\_v * consent\_custom\_duration\_\_v * consent\_expires\_in\_\_v * consent\_header\_\_v * created\_by\_\_v * created\_date\_\_v * default\_consent\_type\_\_v * disclaimer\_text\_file\_\_v * display\_order\_\_v * legacy\_consent\_channel\_\_v (optional) * modified\_by\_\_v * modified\_date\_\_v * name\_\_v * product\_preference\_\_v * subscribe\_keyword\_\_v * unsubscribe\_keyword\_\_v * zvod\_consent\_default\_consent\_text\_file\_\_v | Read |
   | multichannel\_consent\_\_v | CRE | messaging\_\_v | * account\_\_v * capture\_datetime\_\_v * consent\_header\_\_v * consent\_type\_\_v * created\_by\_\_v * created\_date\_\_v * default\_consent\_text\_file\_\_v * last\_device\_\_v * legacy\_consent\_channel\_\_v (optional) * mobile\_id\_\_v * modified\_by\_\_v * modified\_date\_\_v * object\_type\_\_v * opt\_expiration\_date\_\_v * opt\_method\_\_v * opt\_type\_\_v * optout\_event\_type\_\_v * signature\_\_v * signature\_datetime\_\_v * signature\_id\_\_v | Edit |

#### Optional Configuration

When capturing consent for the Messaging consent channel, end users can receive confirmation from HCPs in person or via confirmation emails. To use confirmation emails, ensure the Approved Email integration user has CRE object permission to the Messaging object type on the Multichannel Consent object. See [Capturing Consent Using Confirmation Emails for All Channels](../../../ConsentCapture/CaptureConsent/ConfirmationEmailAllChannels.htm) for more information.

### Setting Up Consent for Messaging as

[![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

Business admin users must set up consent for Messaging by creating a Consent Type (consent\_type\_\_v) record with the Messaging (messaging\_\_v) object type. See [Creating Consent Types](../../../ConsentCapture/CreateManageConsent/CreateConsentType.htm) for more information.

Additionally, business admin users can data load Multichannel Consent (multichannel\_consent\_\_v) records for opt-in consent in bulk using the [Vault Loader](https://platform.veevavault.help/en/gr/26607/) or an integration with an external system. The following fields must be populated on each record:

* Object Type - Must be messaging\_\_v
* Account
* Capture Datetime
* Opt Type

### Setting Up Legacy Consent as

[![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

Business admin users can set up legacy consent to reuse consent captured for a custom consent channel as consent for Messaging. When reusing consent for a custom consent channel, the most recently captured consent record is used. For example, an end user captures opt-in consent for a custom SMS channel. The custom SMS channel is then updated to the Messaging consent channel, and the same opt-in consent is used for Messaging.

To set up legacy consent:

1. Navigate to **Business Admin > Objects > Consent Types**.
2. Select the Consent Type record for the appropriate custom consent channel.
3. Update the object type to **Messaging**.
4. Populate the **Legacy Consent Channel** field with the API name of the object type for the custom channel, for example, sms\_\_c.

If the custom consent channel was previously configured for a Channel Value, Product, Detail Group, or Content Type, those values on Multichannel Consent records are ignored when evaluating consent for the Messaging channel.

### Defining Subscribe and Unsubscribe Keywords as

[![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

When using WhatsApp Business Messaging, business admin users can define keywords allowing HCPs to grant or withdraw consent for WhatsApp Business Messaging, for example, START or STOP. This grants HCPs more control over their consent preferences for messaging. To define subscribe and unsubscribe keywords for messaging:

1. Navigate to **Business Admin > Objects > Consent Types**.
2. Select the appropriate **Consent Type** (consent\_type\_\_v) record with the **Messaging** (messaging\_\_v) object type.
3. Select **Edit**.
4. Populate the **Subscribe Keyword** (subscribe\_keyword\_\_v) or **Unsubscribe Keyword** (unsubscribe\_keyword\_\_v) fields. These two fields function independently, and one or both keywords can be defined at a time. Examples include the following:
   * Subscribe – START
   * Unsubscribe – STOP

When an HCP sends a WhatsApp message containing one of these keywords, the following occurs:

* A Multichannel Consent (multichannel\_consent\_\_v) record is created for the account and previously captured consent records are expired. This record is created by the Engage System User.
* A consent confirmation message is sent, if configured. See [Defining Automated Consent Confirmation WhatsApp Messages](#AutomatedConsentMsg) for more information.

### Defining Automated Consent Confirmation WhatsApp Messages as

[![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

Business admins can define consent confirmation messages sent to HCPs automatically via WhatsApp after end users capture opt-in or opt-out consent. To define a consent confirmation message:

1. Create the message template in Meta. For example, a consent confirmation message for opt-in consent can include the text: You’re now opted-in to receive messages, reply with STOP to opt out. Confirmation messages for opt-in and opt-out function independently, and one or both types of confirmation messages can be defined at a time.
2. Data load the Meta message template into Vault CRM and associate it with the appropriate Multichannel Routing records. See [Managing Message Templates in Vault CRM](ManageWABATemplates.htm) for more information.

### Capturing Consent for Messaging as

[![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

To send chat messages to HCPs, end users can capture consent for the Messaging consent channel. See [Granting Consent](../../../ConsentCapture/GrantConsent/GrantConsent.htm) for more information.

If legacy consent is set up, for example, SMS, the legacy consent is automatically used as consent for Messaging.

### Related Topics

[Displaying Externally Managed Consent in Vault CRM](../../../ConsentCapture/CreateManageConsent/ExternalConsent.htm)

[Managing Message Templates in Vault CRM](ManageWABATemplates.htm)

[Using WhatsApp Business Messaging in Vault CRM](UseWhatsApp.htm)