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In order for a business to initiate a WhatsApp conversation with a recipient, the business must send a message using a template that has been reviewed and approved by WhatsApp. Using either the Sinch Customer Dashboard or the Provisioning API (once you get access), you can create WhatsApp message templates and submit them for approval. In order to help ensure that your message template is not rejected, review the tips below: Format the variable parameters correctly. Specifically, ensure that each variable parameter is opened and closed with two curly braces (for example, {{1}} is formatted correctly), and ensure that the parameter contains no special characters. Define the variable parameters sequentially. For example, a template will be rejected if variable parameters {{1}} , {{2}} , {{4}} , and {{5}} are defined, but {{3}} is not. Include examples in the sample field that correspond to your parameters. Format the content surrounding any variable parameters correctly. For example, make sure that any slashes ( / ) are in the appropriate location before adding a variable parameter to a dynamic URL. Ensure that the content of the message template adheres to the WhatsApp Commerce Policy and the WhatsApp Business Policy. Ensure that the template contains no abusive or threatening content. Make your template unique. If a message template is a duplicate of another message template, the duplicate will be rejected. Note that this does not apply to AUTHENTICATION templates. When naming your template, use only lower-case letters, numbers, and underscores. Also, make the template name as descriptive and unique as possible. Ensure that the language you select for the message template matches the content of your template. Also, do not include content in multiple languages in a single message template; only use the language selected for the template itself. Include content that matches the category of the message template. For example, if you are creating a UTILITY template, do not include MARKETING content. Similarly, if you are creating an AUTHENTICATION template, do not include UTILITY or MARKETING content. Ensure that any existing AUTHENTICATION templates conform to the current guidelines. On June 1, 2024, these guidelines became more restrictive. Note that previously-approved authentication templates that do not conform to the new guidelines will now be rejected. You will have to update those templates to conform to the new standards, or create new ones. These tips are drawn from WhatsApp's list of common rejection reasons, along with general best practices established by Sinch.   Learn more about the WhatsApp channel of the Sinch Conversation API  ... View more

Businesses use authentication templates for verification purposes. These templates allow a business to send users one-time passcodes, and may be used in multiple steps of on authentication process.   This is the most restricted template category, and authentication template use-cases and structures are extremely well-defined. Specifically, businesses must use WhatsApp's predefined message templates when creating an authentication template. These predefined templates include:   A mandatory one-time password button A 15 character limit on parameters Optional add-ons, like security disclaimers   Note: Features available in other templates, like emojis or URLs, cannot be included in authentication templates. Media is also prohibited from authentication templates.   For more information on this template type, see the authentication templates section of WhatsApp's Guidelines for utility, authentication and marketing templates. ... View more

Marketing templates are used to send marketing template messages. This is the least restricted template category, and these templates can be used to cover a wide range of topics. For example, marketing templates may include promotions, greeting messages, updates, and requests to participate in a transaction.   Note: If a template includes a mix of utility content and marketing content, it will be classified as a marketing template.   For more information on this template type, see the marketing templates section of WhatsApp's Guidelines for utility, authentication and marketing templates. ... View more

Utility templates are used to send utility template messages. These templates are limited to specific actions and notifications (for example, a message confirming a transaction, or a message reminding you when a payment is due).   Note: If a template includes a mix of utility content and marketing content, it will be classified as a marketing template.   For more information on this template type, see the utility templates section of WhatsApp's Guidelines for utility, authentication and marketing templates. ... View more

Beginning June 1, 2023, the business-initiated conversation category will be split into three new categories (each with their own pricing structure): utility, authentication, and marketing conversations. All templates used to begin business-initiated conversations will be associated with one of those three categories. Additionally, the user-initiated conversation category will be reclassified as the service conversation category. All of the above-mentioned conversations will still last 24 hours.   If you send a template message, and an existing conversation in the template message's category does not already exist, a new conversation will start. If you send a template message while there is already a conversation in progress, and the category of the template and the category of the open conversation do not match, a new conversation will begin in the category of the template. Finally, any template messages sent during a service conversation will begin a new conversation in the category associated with the template.   For more information on this udpate, see WhatsApp's Updates to conversation-based pricing: Effective June 1, 2023. ... View more

In addition to facilitating conversations on many existing communication channels, you can also use the Conversation API to send and receive messages through chat clients integrated with your own apps and sites. This is made possible through the Sinch Chat channel of the Conversation API.   The Sinch Chat channel is automatically configured for every Conversation API app. In order to access the channel, you can use the Sinch Build Dashboard to create a Client ID, which must be included in the code of your chat client. The dashboard will also provide you with code snippets that help in the creation of your chat client.   Note: The snippets that the dashboard provides can be used as a template in the creation of your chat client. However, you will have to edit, update, and adapt the code for your specific solution.   You can use the Sinch Build Dashboard to help create and configure a chat client for iOS, Android, or a web page. To create a chat client for use with the Sinch Chat channel of the Conversation API:   Log in to the Sinch Build Dashboard. Select Sinch Chat from the left menu and select Overview. The Sinch Chat - Overview page is displayed: In the Configure your clients section, click NEW CLIENT. Note: If you have never accessed the Sinch Chat tab before, you may be directed to a getting started wizard. The getting started wizard follows the same steps described in this guide, and the information provided below is still relevant. The new client dialog box is displayed: Select the Project for which you'd like to configure your chat client.  Projects group various resources together, including Conversation API apps. Enter a Display name for your chat client. Note that end-users will be able to see this name displayed in the chat client itself. Select your Conversation API app. You can also create a new Conversation API app by clicking CREATE NEW. Note: When creating a new Conversation API app using the CREATE NEW button within with the Sinch Chat client creation context, you are only able to set the name of the app. If you want to update the app's configuration settings after completing the chat client creation process, navigate to the Conversation API tab on the let side of the dashboard.  Once you have populated each field, click CREATE: A unique Client ID is generated and your new chat client will be added to the list of available clients on the Sinch Chat - Overview page. Additionally, a notification indicating that your new chat client has been created is displayed. Click GO TO CHAT CLIENT. Your chat client's page is displayed: Confirm that the Details for your chat client are accurate. Customize the look of your chat client in the Customization section: Modify the Brand color, Brand color light, and Brand color dark settings to change the coloration of your client. These fields only accept hex color codes. To preview how the client will appear in iOS apps, Android apps, and on web pages, use the ANDROID, IOS, and WEB tabs. The preview image will update based on your selection. To preview how the client will appear on devices set to light mode and devices set to dark mode, click on either LIGHT or DARK, respectively. To reset your changes to default values, click RESET TO DEFAULT VALUES. Once you have completed making changes, click SAVE: Once you have finished customizing your chat client, continue to the Installation script section. Template code snippets for adding your chat client to an iOS app, Android app, or website are displayed, with the Client ID already populated in the appropriate sections: Note: The code snippet's language is displayed in the upper left corner of the sample. To display code for adding your chat client to an iOS app, click Add chat to iOS app. To display code for adding your chat client to an Android app, click Add chat to Android app. To display code for adding your chat client to a website, click Add chat to website.   With the appropriate snippet selected, you are ready to copy and paste the code into your preferred code editor. To copy the entire snippet at once, click the COPY button in the upper right corner of the sample. Note that you will have to modify this code in order for it to function correctly for your specific solution. Additionally, ensure that you read through the comments in the code snippets; they provide useful instructions and tips for modifying and updating the code.   For more technical information on how to create and configure your chat client for use with Sinch Chat, see the Sinch Chat articles on our developer documentation site. You can also learn more about the Conversation API on our developer site. ... View more