WhatsApp Session and Template Notification Messages

Whatsapp Business API defines two types of messaging. Here are the details around these messages

What are Session Messages?

The 24-hour Session window is initiated from the latest message of the user(Incoming Message). All the incoming and outgoing messages within the 24-hour window are considered session messages. These messages can include text, images, video, pdf etc.

Let’s Suppose a User Starts a Chat at 8:30 am – Your Chatbot/Agent can reply with any kind of message, and the conversation went on for 30 mins. So Now, the User’s Latest Message is on 9 am.

So, till tomorrow at 9 pm, you can actually reply back to the user, as the session window is open till 24 hours from the User’s last message.

After 24 hours, you won’t be able to reply to the user with any kind of Message you wish to!

Now the question arises: What Can you(Business) reply to the user after 24 hours? If you wish to initiate a conversation with the User, you do it with WhatsApp pre-approved Template Notification messages

Read on to the Next Question!

What are WhatsApp Template Messages?

After 24 hours session window, you can only Send Specific messages that have already been approved by Whatsapp. (It takes 15 Minutes to maximum of 24 hours to have these messages approved.)

All the outbound messages that are sent using any of the pre-approved message templates are known as template messages. These messages are sent once the 24-hour window is closed and you wish to initiate a conversation with the user.

Also, you can use these WhatsApp Message Templates to send transactional messages (delivery alerts, appointment reminders, etc.) to users who have opted in to receive messages from you viz.

You can Initiate a Conversation with users on Whatsapp using these template messages. (These users should have given you permission to receive messages on Whatsapp)

Can we send promotional messages?

Yes, since September 2021, WhatsApp allows businesses to send promotional messages on WhatsApp like discounts, vouchers, coupons etc.

WhatsApp is allowing businesses across all countries to send promotional messages on WhatsApp via Nextel without fearing any sort of ban (aside from your customers).

How many message templates one business can get approved?

A business can have up to 250 different message templates approved for one WhatsApp Business Account (WABA). However, if you wish to create more WhatsApp Template Messages, reach out to us & we’ll extend the limit to 1000 Template Messages.

Each template can have dynamic information.

For Example – Hi $Name, your transaction for $Currency was Successful.

In this template, you can replace $Name with the User’s Name and $Currency with $40 or any dollar amount that you wish. Catering to different users according to their requirements (With the same template message)

What are the guidelines for WhatsApp Template Messages?

Whatsapp has issued some guidelines of things you shouldn’t include in your template messages to get them approved. Template messages can’t be promotional in nature. Here are a few guidelines you must follow:

1. Template Messages shouldn’t include threatening content.

2. Templates with incorrect formatting like spelling errors, words which are not in compliance with WhatsApp Commerce Policy etc. are also not allowed.

3. ❌ Single floating parameters i.e. ( {1} )are not allowed.

✅ Always add double parameters i.e. ( {{1}} ) while creating Template messages in AiSensy App.

4. Template Messages should strictly be in the language chosen at the time of creating the messages. E.g. If you’ve chosen English as the main language but submit the message in some other language, the message will be rejected.