When a customer initiates a conversation
Posted: Tue Jan 07, 2025 9:27 am
with a business, the message triggers the 24 hours session in which the business can respond with a free-form message. If you miss this window and respond with a Session message after the time is up, your message will not be delivered.
So, should you forget about that customer if you miss the 24-hour window? Not at all! You can use a Message template to respond, which we’ll discuss in more detail below.
Business-initiated messages
If a brand wants to start a conversation with its customers, or respond outside the 24-hour window, the only way to do that is by sending a message template. This type of message must be pre-approved by WhatsApp, and the customers who have opted in, i.e., have given their consent to receive messages from that brand, will get the message.
Templates are your only way to re-engage with the customer outside the 24-hour window. If you want to use templates to respond to users’ messages, send product announcements, promotional offers, issue resolutions, etc., you must first deactivate your number from WhatsApp Business. Next, you’ll need to register it to WhatsApp Business Platform/API and start using a customer communication platform such as Rasayel.
Message templates
A WhatsApp template is a predefined message that uses variables or placeholders you can replace with dynamic content according to your data. That way, you can make them personalized and relevant to the customer’s needs. You can use a template multiple times to connect with your audience once they’ve opted-in to receive a message from you.
Here’s how a message template looks:
WhatsApp message template with placeholders.
When this template is used to deliver a message to someone named, for example, Robert with order number #212 for a total of $200, and delivery in 2 days, it will look like this:
Personalized WhatsApp message.
WhatsApp reviews and approves each message template you send to ensure you follow the WhatsApp guidelines. It takes less than 24 hours for WhatsApp to approve message templates, but in most cases, they get approved within 2 minutes.
Creating a template with Rasayel
You can create a WhatsApp template in five easy steps, using Rasayel.
Go to Settings, click on Channels and select your WhatsApp channel.
In your WhatsApp settings page, scroll down to the Message templates section. Click on + Add new template.
You can now craft your template. First, fill in the Template name, language, and morocco whatsapp phone number category.
You can create either a simple text-based template or a complex one with images, videos, documents, buttons, and more.
When you’re ready, click the Submit template and wait for WhatsApp to approve it.
If your message template is approved, its status will be set to Active - Quality pending, and you can begin sending it to customers. If it is rejected, you can edit it and resubmit it for approval or appeal the decision.
You can find a detailed guide on creating and sending Whatsapp templates in this article.
Interactive message templates
If you want to give your customers the possibility to interact with your messages, you can use Interactive message templates. These WhatsApp message types can offer the user different options for response. For example, they can choose an answer from a list of suggested answers, click a button to visit a landing page or website, view single or multiple products from your catalog, add products to a shopping cart, etc.
Interactive message templates give users a seamless experience and better customer service. Businesses using templates ensure faster conversion rates and higher engagement. You can learn more about these types of templates, and how to create and use them in this article.
So, should you forget about that customer if you miss the 24-hour window? Not at all! You can use a Message template to respond, which we’ll discuss in more detail below.
Business-initiated messages
If a brand wants to start a conversation with its customers, or respond outside the 24-hour window, the only way to do that is by sending a message template. This type of message must be pre-approved by WhatsApp, and the customers who have opted in, i.e., have given their consent to receive messages from that brand, will get the message.
Templates are your only way to re-engage with the customer outside the 24-hour window. If you want to use templates to respond to users’ messages, send product announcements, promotional offers, issue resolutions, etc., you must first deactivate your number from WhatsApp Business. Next, you’ll need to register it to WhatsApp Business Platform/API and start using a customer communication platform such as Rasayel.
Message templates
A WhatsApp template is a predefined message that uses variables or placeholders you can replace with dynamic content according to your data. That way, you can make them personalized and relevant to the customer’s needs. You can use a template multiple times to connect with your audience once they’ve opted-in to receive a message from you.
Here’s how a message template looks:
WhatsApp message template with placeholders.
When this template is used to deliver a message to someone named, for example, Robert with order number #212 for a total of $200, and delivery in 2 days, it will look like this:
Personalized WhatsApp message.
WhatsApp reviews and approves each message template you send to ensure you follow the WhatsApp guidelines. It takes less than 24 hours for WhatsApp to approve message templates, but in most cases, they get approved within 2 minutes.
Creating a template with Rasayel
You can create a WhatsApp template in five easy steps, using Rasayel.
Go to Settings, click on Channels and select your WhatsApp channel.
In your WhatsApp settings page, scroll down to the Message templates section. Click on + Add new template.
You can now craft your template. First, fill in the Template name, language, and morocco whatsapp phone number category.
You can create either a simple text-based template or a complex one with images, videos, documents, buttons, and more.
When you’re ready, click the Submit template and wait for WhatsApp to approve it.
If your message template is approved, its status will be set to Active - Quality pending, and you can begin sending it to customers. If it is rejected, you can edit it and resubmit it for approval or appeal the decision.
You can find a detailed guide on creating and sending Whatsapp templates in this article.
Interactive message templates
If you want to give your customers the possibility to interact with your messages, you can use Interactive message templates. These WhatsApp message types can offer the user different options for response. For example, they can choose an answer from a list of suggested answers, click a button to visit a landing page or website, view single or multiple products from your catalog, add products to a shopping cart, etc.
Interactive message templates give users a seamless experience and better customer service. Businesses using templates ensure faster conversion rates and higher engagement. You can learn more about these types of templates, and how to create and use them in this article.