Summary
WhatsApp allows businesses to communicate with customers using two types of messages: Customer Support Messages (Session Messages) and Template Messages. The key difference lies in who initiates the conversation and when businesses can respond. This guide explains both message types and their usage.
Instructions
What Are Customer Support Messages?
Customer Support Messages, also known as Session Messages, are messages sent by a business in response to a customer's inquiry. These messages can only be sent within an active session.
Key Features:
A session starts when a customer sends the first message to the business.
The session remains open for 24 hours from the customer's last message.
Businesses can send free-form responses within this 24-hour window.
No pre-approved message templates are required during the session.
Example Scenario:
A customer sends a message asking about a product's availability. The business can reply freely within the next 24 hours with information, images, or follow-up questions.
What Are Template Messages?
Template Messages are pre-approved messages that businesses use to initiate conversations or respond outside the 24-hour session window.
Key Features:
Used when a business sends its first message to a customer.
Must be pre-approved by WhatsApp.
Typically used for notifications, updates, and reminders.
Can include placeholders for dynamic content (e.g., customer names, order details).
Example Scenario:
A business wants to send a payment reminder to a customer who has not interacted with them in the past 24 hours. Since the session is closed, they must use a WhatsApp-approved template message to reach the customer.
Key Differences Between Template Message and Session Message
Feature | Customer Support Messages | Template Messages |
Who Starts the Chat | Customer | Business |
Session Duration | 24 hours | No session limit |
Frequently Asked Questions (FAQs)
General Questions
What is the difference between Customer Support Messages and Template Messages? → Customer Support Messages (also called Session Messages) are sent in response to a customer's inquiry and can only be sent within a 24-hour window from the customer's last message. Template Messages are pre-approved messages businesses use to start a conversation or contact customers outside the 24-hour session.
Why does WhatsApp have two types of messages for businesses? → WhatsApp differentiates between Customer Support Messages and Template Messages to ensure a high-quality messaging experience. Customer Support Messages allow real-time, natural conversations, while Template Messages ensure structured communication for notifications, reminders, and updates.
Customer Support Messages (Session Messages)
When does a session start and end? → A session starts when a customer sends a message to a business. It remains open for 24 hours from the customer's last message. If the customer does not send another message within that period, the session ends.
Do I need to use pre-approved templates for Customer Support Messages? → No, businesses can send free-form messages during an active session without needing pre-approved templates.
Can I send images or attachments in a Customer Support Message? → Yes, businesses can include images, attachments, and multimedia content as long as they respond within the 24-hour session window.
Template Messages
When should I use a Template Message? → A Template Message is required when a business wants to initiate a conversation with a customer or when responding outside the 24-hour session window.
What are the requirements for a Template Message? → Template Messages must be pre-approved by WhatsApp and often include placeholders for dynamic content such as customer names or order details.
Can a Template Message contain media files? → Yes, Template Messages can include text, images, videos, and buttons, but they must be structured according to WhatsApp’s guidelines and approved in advance.
How do I get a Template Message approved? → Businesses must submit their Template Messages through WhatsApp’s Business Manager or an official Business Solution Provider (BSP). WhatsApp reviews and approves the message based on content quality and compliance.
Additional Questions
What happens if I try to send a free-form message outside the 24-hour session window? → If a business tries to send a message outside the session window without using a Template Message, the message will not be delivered.
Are Template Messages free to send? → No, Template Messages may incur charges based on WhatsApp’s pricing model, depending on the region and business type.
Can customers reply to a Template Message and start a new session? → Yes, if a customer replies to a Template Message, a new 24-hour session begins, allowing the business to send free-form messages again.