Summary
Extending chat expiry time in WhatsApp helps maintain customer engagement and improve response rates. Since WhatsApp sessions expire after 24 hours, businesses can use template messages to restart conversations and extend the session. This guide explains how to effectively use template messages, provides an example, and outlines best practices to ensure clear communication and seamless engagement.
Instructions
Understanding WhatsApp's Session Expiration
WhatsApp allows you to extend chat sessions with template messages, which can help improve customer engagement. However, the expiration of chats after 24 hours is an inherent rule set by WhatsApp APIs.
Extending Chat Expiry Time Using Template Messages
To extend the chat expiry time in WhatsApp, use a template message that initiates a reply from the customer's end to your business. This will restart the session and increase the expiry time.
Example Template Message
How it Works
Upon clicking the 'Tell me more' link, a reply is initiated from the customer's end to your business. This restarts the chat session and increases the expiry time.
Best Practices for Template Messages
To get the most out of template messages, keep the following best practices in mind:
Keep template messages short and concise.
Use clear and descriptive language.
Make sure the link is clickable and works as expected. By extending the chat expiry time using template messages, you can improve customer engagement and increase response rates.
Frequently Asked Questions (FAQs)
Understanding WhatsApp Session Expiration
1. Why do WhatsApp chat sessions expire?
→ WhatsApp chat sessions expire after 24 hours due to the platform’s API rules. After this period, businesses can no longer send free-form messages and must use approved template messages to restart conversations.
2. Can I extend a WhatsApp chat session beyond 24 hours?
→ Yes, you can extend a session by sending a WhatsApp-approved template message. If the customer responds, a new 24-hour session starts.
Extending Chat Expiry Time
3. How can I extend the chat expiry time in WhatsApp?
→ To extend a chat session, send a template message that encourages a reply from the customer. When the customer responds, the session restarts, allowing further communication.
4. What should a template message include?
→ A good template message should be short, clear, and actionable. It should prompt the customer to respond, such as by clicking a button or replying to a question.
5. Can I send a message to restart a chat session?
→ No, you must use a WhatsApp-approved template message to initiate a conversation after the 24-hour window has expired.
Best Practices for Template Messages
6. What are the best practices for using template messages?
Keep messages short and concise.
Use clear and engaging language.
Ensure that any included links are clickable and functional.
Craft messages that encourage the customer to respond.
7. What happens if a customer does not respond to a template message?
→ If the customer does not respond, the session will remain closed, and you won’t be able to send additional messages until they initiate contact again.