Unlike other messaging platforms, WhatsApp allows customers as well as businesses to initiate conversations.
Customer First isn't Opt-in
If a customer reaches out for customer support, you can always reply. However, you still need to collect their opt-in via a 3rd party channel if you want to send them notifications (via template messages).
A business can initiate a conversation if it has a customer's phone number and once it collected its opt-in.
Updated over 2 years ago