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To initiate a conversation by sending an outbound message to an end-user, a business must use a pre-defined template that's been approved by WhatsApp. These templates can be used to send various types of messages, including promotional messages, order notifications, and alerts.

 

WhatsApp supports end-to-end security, so once the template message is sent, it cannot be analyzed for content policy adherence. So, by requiring businesses to use templates that have approved content, WhatsApp prevents the sending of disallowed content. In the message template, the business can specify variable parameters. Using these parameters, the business can provide additional details when sending a message using the approved template. WhatsApp inserts these details into the template message, allowing the business to personalize communications for its users.

 

As soon as the customer responds, a 24 hour customer care session window is initiated. During this period, you can send additional messages to the end-user. These messages may be approved template messages or generic, non-template messages.

 

For more technical details, refer to the Template message section of the Sinch Developer 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, https://www.sinch.com/{{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

 

A note about Sinch omni-channel message templates

 

When a business uses Sinch Conversation API for customer engagement, they may decide to use more than one channel. More specifically, the business may decide to use WhatsApp, along with other messaging services. It is important to note that an omni-channel message template is not the same as an approved WhatsApp message template, and an omni-channel message template can't necessarily be used to send conversation-initiating messages on the WhatsApp channel. Additionally,  omni-channel message template information resides strictly within Sinch. With approved WhatsApp message templates, the text is approved by Meta, and details of the approved message templates are stored by Meta.

 

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:
‎05-23-2022 08:12 AM
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