WhatsApp Template Messaging
Template messaging via WhatsApp Business API: guidelines, help and best practices.
Template messages must be submitted to Meta for approval before they are available to use.
The Customer Service Window, or also known as the Customer Care Window, is a 24-hour time frame (session) set by WhatsApp Business API which permits businesses to engage with customers using Session Messages during this period.
A template message needs to be sent whenever the Customer Service Window has lapsed, which means, whenever it has been more than 24 hours since the customer initiated a conversation with the Business.
Here are some tips to get your templates through the review process: Clarity: be specific and clear. The reviewers may not know a customer’s business and need more clarity. Avoid promotion: upselling, cold-call messaging, sending a poll to collect data, and including certain phrases that sound promotional are all considered promotional. Spelling: check for spelling and grammatical errors and use appropriate formatting (e.g., double curly brackets for parameters). Name: make your message template name clear. Instead of using a name like
bus_ticket_details. Remember that someone from Facebook will be reviewing your templates. Providing more clarity gives reviewers context around how the template will be used. Create context: if you need to write a message template to re-open the 24-hour window, we would suggest starting with some mention of the previous conversation thread. Choose an appropriate category: don’t forget to use the correct message template type. Choosing the correct one will increase the chances of getting your templates approved and will provide more information to WhatsApp during the approval process. The categories are Transactional, Marketing or One-time password. Header (optional): you can add a title or choose which type of media you'll use for this header. Image, PDF and Video is supported.
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You should use the following endpoint to send Template messages:
"name": "INSERT YOUR TEMPLATE NAME"