POPIA-by-Design Messaging
POPIA-by-Design Messaging
What to collect, what to avoid, and how to log consent.
When messaging is designed around purpose and proof, you get better conversions and fewer headaches. POPIA is clear on the spirit: process personal info for a legitimate purpose, keep it minimal, and give people control. Below is the blueprint we implement across WhatsApp, web capture, and voice—wired to airtight logging in InOne CRM and template guidance in your FAQ.
Plain-English note: This article is informational, not legal advice. Use it to brief your team and align with your counsel.
What to collect (and why)
Minimum viable profile (MVP)
Name (or business name): so your team can greet personally and find the record.
Primary channel + number (WhatsApp/phone): to serve updates where they’ll see them.
Purpose (why they’re contacting you): routing + task selection (book/quote/pay).
Consent status: how and when they agreed to be contacted (source + timestamp).
Context that speeds outcomes
Preferred time/branch/region: improves first-contact resolution and SLA routing.
One task-specific field: e.g., product, order #, or appointment type—only if needed to complete the request.
Interesting AI fact: Short forms convert better. In testing, a single extra field can drop completion by 10–20%. Ask for the least you need now; gather the rest after trust is established.
Explore channel rails: WhatsApp solutions.
What to avoid (until strictly necessary)
National ID/passport numbers and full birth dates (unless a regulated step requires them).
Financial details beyond what the payment gateway needs. Use secure links—not chat—for card capture.
Health data, union membership, religion, or other special categories unless your service must process them.
Open text “notes” that encourage oversharing (replace with tidy choices or structured fields).
Keep risky documents and KYC in gated flows with expiring links and traceable handovers in CRM—never as loose chat attachments.
Consent and notices (copy these lines)
Short opt-in line (site or WhatsApp):
“By tapping Start, you agree we may contact you about this request via WhatsApp/phone and store your details to assist. Reply STOP to opt out.”
Purpose reminder when switching channels (voice → WhatsApp):
“I’ll send your booking options on WhatsApp so you can pick a time. You can opt out at any time.”
Template footer for business-initiated messages (outside 24h):
“You’re receiving this because you asked for [purpose]. Reply STOP to opt out.”
Save these in the template library inside your FAQ so every team uses the same, reviewed language.
How to log proof (and win audits) in InOne CRM
Inside InOne CRM, every conversation should auto-capture:
Consent event → status, timestamp, and source (web form, WhatsApp tap, voice).
Purpose tag → “booking,” “quote,” “support,” etc.
Template IDs → which WhatsApp templates were used (keeps Meta approvals tidy).
Opt-outs → auto-suspend messaging on the number and write the audit event.
Data retention → attach a policy label so recordings/files expire on schedule.
Result: a single contact timeline with consent, copies of notices sent, links clicked, and outcomes (booked, paid, rescheduled). That’s the difference between trust us and here’s the trail.
POPIA-by-design on WhatsApp (practical tips)
Lead with task buttons (Book • Get Quote • Pay Deposit) so you collect only what’s needed for that task.
Keep “free text” prompts short; prefer structured replies to reduce accidental oversharing.
Outside WhatsApp’s 24-hour window, use approved business-initiated templates with clear purpose and opt-out—see your FAQ.
Use one-tap opt-out everywhere and honor it across channels.
For capture straight from your site, pair this with the web launcher from our WhatsApp hub: WhatsApp.
Quick compliance checklist
Purpose line shown at first contact (and when switching channels)
Minimal fields only; risky data gated in secure flows
Consent + source + timestamp written to InOne CRM
Template IDs + opt-out events logged automatically
Data retention labels applied to recordings/files
Weekly review of 20 threads; improve copy, retire weak templates
Why this boosts conversion (not just compliance)
Less friction means more completions. Clear purpose + fewer fields = more bookings, faster quotes, and fewer disputes. And because every action and consent is logged in InOne CRM, finance and legal get the reporting they need—without spreadsheets.
Visit: https://aiautomatedsolutions.co.za/
Contact us: https://aiautomatedsolutions.co.za/contact-us
