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All initial outbound (Business > Customer) messages must be pre-defined in a message template (or template message), which is approved by WhatsApp.  For example, Order Notification, Alerts etc. Because they’re pre-approved, they cannot be marked as Spam or blocked by the user.


These can be personalised through the Sinch Communications platform integration with your operational systems.


As soon as the customer responds, that opens up a 24hour session window where rich content can be sent and received. Once the 24-hour session expires, the business must use a message template to restart the conversation (the end customer can restart the conversation at any time).


For more technical details, refer to the Template message section of the Sinch Documentation site.


Message Template Content

A message template can include a document, image, or video, but not an audio file or a sticker. Message templates can support video content (MP4 AAC, no larger than 100Mb pre-Processed and no larger than 16Mb Post Processed). Message Templates also have the ability to support Rich Content, headers, footers and interactive Buttons:


Call to action 

  • Initiate Voice Call (Using the users voice plan)
  • Click to a URL the button label text is static.  A URL can be dynamic, for example,{{1}}. Or Static. The phone number to call is statically defined in the template:
    FAQ11 Fig1.png

Quick Reply

  • Up to a maximum of 3 Buttons for quick replies.  The Button Label text is static and the function of those buttons can be defined in the code.
    FAQ11 Fig2.png

  • Image and PDF attachment
    FAQ11 Fig3.png


Sending WhatsApp messages to your customers couldn’t be easier or more secure with the Sinch WhatsApp Business API – Learn more.

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Last update:
‎04-23-2021 09:00 AM
Updated by: