Table of Contents

What are Session Messages?

The 24-hour session window is initiated from the latest message of the user (incoming message). All incoming and outgoing messages within the 24-hour window are considered session messages, which can include text, images, videos, PDFs, and more.

Let’s say a user starts a chat at 7:30 pm, and your chatbot/agent replies with any message. The conversation goes on for 30 minutes, and the user’s latest message is at 8 pm. You can reply back to the user until 8 pm the following day, as the session window is open for 24 hours from the user’s last message.

What are WhatsApp Template Messages?

After 24 hours, you can only send specific messages that have been pre-approved by WhatsApp. These outbound messages, known as template messages, are sent once the 24-hour window is closed and you wish to initiate a conversation with the user.

You can also use these WhatsApp message templates to send transactional messages like delivery alerts, appointment reminders, and more to users who have opted-in to receive messages from you.

Can I Import my Contacts to mSg24x7 Dashboard and Broadcast WhatsApp Messages to them?

Yes, you can easily import all opted-in users to the mSg24x7 dashboard in a single click and send a template message to them. Since February 2022, Facebook does not charge for WhatsApp template or session messages. Charges for conversations vary depending on the user’s country code. Check out the country-wise charges for WhatsApp conversations.

  • 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.

Can we send promotional messages?

Yes, since September 2021, WhatsApp allows businesses to send promotional messages like discounts, vouchers, coupons, and more on WhatsApp. Before September 2021, WhatsApp did not allow businesses globally to send promotional WhatsApp template messages. But now, WhatsApp is allowing businesses across all countries to send promotional messages via mSg24x7 without fearing any sort of ban.

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

You can initiate the chat with inactive users via template messages. For example, if you send 100 template messages and 25 users respond to the message, then these 25 users are now active, and you can start engaging with them.

How many message templates can one business 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, and we’ll extend the limit to 1000 template messages. Each template can have dynamic information, like the user’s name and the currency of a transaction.

To get started, check out these helpful resources for high-converting template message samples across multiple industries, such as the WhatsApp Template Message Library with 100+ pre-approved templates and 30 WhatsApp Business Template Messages.

Do all templates 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. However, there are guidelines you must follow, such as not including threatening or promotional content and ensuring correct formatting and language usage.

What are the guidelines for WhatsApp Template Messages?

If you want to get your template messages approved on WhatsApp, you need to follow specific guidelines. WhatsApp has issued some rules that you should abide by to ensure that your messages don’t get rejected. First and foremost, you should avoid using any threatening content in your template messages.

Additionally, you should ensure that your templates are correctly formatted and do not contain any spelling errors or words that are not in compliance with WhatsApp’s Commerce Policy.

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

✅Always add double parameters (i.e., {{1}}) while creating template messages in mSg24x7 App.

Moreover, it’s crucial to remember that your template messages should strictly be in the language chosen at the time of their creation. For instance, if you have selected English as the main language but submit the message in a different language, your message will be rejected.

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