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A business can only initiate a conversation outside of an active customer care window by using a template message. Template messages can only be sent using a predefined message template. Sending a template message begins a business-initiated conversation.


Note: Beginning June 1, 2023, the business-initiated conversation category will be split into three new categories (each with their own pricing structure): UtilityAuthentication, and Marketing conversations. All templates used to begin business-initiated conversations will be associated with one of those three categories.


Sinch registers these message templates with WhatsApp for approval. Once the message template has been approved by WhatsApp, the client can dispatch them using the API. Refer to the Sinch Documentation Site for details.


Each message template can include personalisation variables, which are defined in the onboarding worksheet. Sinch allows 250 such message templates to be created.


Further information:

Sinch Documentation site - Template Messages.

Version history
Last update:
‎05-08-2023 03:16 PM
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