There are 2 types of messages that you can exchange with your customers.
Free chat messages #
These messages are the simplest and most intuitive.
If the customer has written to us within the last 24 hours, we can write to him freely in chat.
Template messages #
If, on the other hand, the customer has never written to us or otherwise not written to us within the last 24 hours, a template message should be used.
A template message is a message pre-approved by WhatsApp.
Typically, approval occurs within a few hours.
During approval, WhatsApp checks that the message is not offensive or offends someone’s dignity and that it does not sell products and services that go against sales regulations.
You can create your own database of pre-approved template messages, so that you have one available for every occasion and use it when needed.
Template posts are a very powerful and functional tool because they can contain, images, pdfs, videos, reply buttons, buttons with links, dynamic fields and many other features that allow you to make your customers’ experience unique.
Template categories
There are 3 types of template messages: utility, marketing and authentication
Utility: Utility templates relate to specific, agreed-upon transactions, allowing you to confirm, suspend, and/or modify a transaction or subscription.
Marketing: Marketing templates are the most flexible ones; they do not refer to precise transactions, but can be related to the company and its products and/or services.
These types of templates include promotions, offers, welcome messages, updates, invitations or requests to be able to complete a new transaction.
Authentication: Authentication templates allow companies to authenticate customers with single-use codes.
Learn more about each type of message in the following articles:
