Whatsapp Business API defines two types of messaging. Here are the rules 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 7:30 pm – 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 8 pm.

So, till tomorrow at 8 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? Also If you wish to initiate a conversation with the User, How to Do that?

Read on to the Next Question!

What are WhatsApp Template Messages?

So After 24 hours, You can Only Send Specific messages that have already been approved by WhatsApp. (It takes 15 Minutes- 4 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 I Import my Contacts to Serri  Dashboard and Broadcast WhatsApp Messages to them?

Yes, You can easily Import all Opted-In Users to the Serri  Dashboard in a Single Click and Shoot a Template Message to them.

Are these messages chargeable?

No, since February 2022, Facebook doesn't charge for WhatsApp template or session messages. Facebook now charges for conversations happening in a 24-hour duration.

WhatsApp Conversation is a 24-hour messaging window initiated only when a business messages a user.

Businesses and users can exchange any number of messages, including template messages, within a 24-hour conversation session without incurring additional charges.

  • User-Initiated Conversations(UIC)
    Whenever a business replies to a user within the 24-hour customer service window, that message initiates a user-initiated conversation.

  • Business Initiated Conversations(BIC)
    A conversation that initiates from a business sending a user a message outside the 24-hour customer service window. Messages that initiate a business-initiated conversation will require a template.

Charges for conversations vary depending on the user's country code. Check out the country-wise charges for WhatsApp conversation.

To know more, check out this WhatsApp Conversation-based pricing guide.

Can we send promotional messages?

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

Before September 2021, WhatsApp didn't allow businesses globally to send promotional WhatsApp template messages.

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

How can I communicate with the user on WhatsApp once the 24-hour window is over?

You can initiate the chat with the inactive users (Users out of the 24-hour Session window) via template messages.

For example, if you send 100 template messages and 25 users responded to that message, then these 25 users are now active and you can start engaging with them.

How many message templates one business can get approved?

There are up to 250 different message templates one business can get approved. 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)

To get started, check out these helpful resources for high-converting Template Message Samples across multiple industries:

WhatsApp Template Message Library with 100+ Pre-approved Templates

30 WhatsApp Business Template Messages

Does every template need to be approved by WhatsApp?

Yes, every message template will be reviewed by WhatsApp to ensure businesses do not violate WhatsApp policies.

Once approved, it can be sent to any number of users. Moreover, these template messages can be dynamic in nature up to multiple levels.

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 Serri  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.



FAQ

FAQ

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Why Choose Serri?

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How Can Serri Transform My Business?

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What Do I Need to Get Started with Serri?

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Getting Started with Serri: How Long Does It Take?

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What Level of Support Does Serri Offer?

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How can I get the WhatsApp Business Verified green tick?

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Can I use my existing WhatsApp number with SerriWAMS?

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Is Serri Safe for Bulk Messaging?

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Migrating to Serri: Is It Complicated?

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Can Serri Assist in Customer Acquisition?

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Understanding Serri's Payment Terms?

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Are There Any Hidden Charges with Serri?

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Interested in Volume Discounts?

© Serri Labs Private Limited

All product and company names are trademarks or registered trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them

© Serri Labs Private Limited

All product and company names are trademarks or registered trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them