Templates
Overview
WhatsApp requires message templates for any business-initiated communication that occurs outside of an active session. A session automatically begins whenever a user sends a message to your WhatsApp number and remains open for 24 hours. During an active session, you can exchange free-form messages without additional constraints.
When to Use a Message Template
Outside the 24-hour Session Window
If more than 24 hours have passed since the user last messaged you, any new outbound message you send must use a WhatsApp message template.
One-time PIN (OTP), Marketing broadcasts, or Transactional Updates
Templates are perfect for crucial communications such as OTPs, receipts, or other messages that must be sent when no active session exists.
Getting a Template Approved
Create the Template
Define the content of your message, including any placeholders (e.g., {{1}}, {{2}}) for personalization.
Submit for Approval
Once submitted, the approval process is automated and typically completed within minutes.
Use the Approved Template
After approval, you can send the template to any user. If the user replies, a new 24-hour session begins, allowing you to switch to free-form messages again.
Key Points to Remember
24-Hour Session Window: A session starts when a user sends a message to your business and remains active for 24 hours.
Unlimited Messages During a Session: You can send and receive any number of messages while the session is open.
Renewing the Session: If the user replies to your template or any message, it reopens or extends the session window by another 24 hours.
Template Content: Templates must comply with WhatsApp’s policies. Ensure that your templates are clear and concise, and follow WhatsApp’s acceptable use guidelines to avoid rejection.
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