We are excited to announce our support for WhatsApp Message Templates! 🎉
Using this new feature, you can now initiate or restart conversations with shoppers outside the 24-hour conversation window!

What are WhatsApp Message Templates?
As you might know, WhatsApp limits businesses from sending free-form messages to shoppers outside of the 24-hour conversation window. This limits merchants from being able to initiate WhatsApp conversations or follow up with customers who have gone silent for 24 hours.

While free-form messages are subject to these rules, WhatsApp template messages are not. Message templates are pre-defined, customizable messages that you can send anytime to any customer on WhatsApp (though proper opt-in is required).

What are some examples of useful message templates?
We suggest creating message templates that either:
A. Allow you to follow up on a customer request that took more than 24 hours to resolve (ex. "Hello {{1}}, regarding the issue you reported earlier, we regret to inform you that {{2}}. Apologies for any inconvenience caused.")
B. Prompt the user to reply to re-open the conversation window (ex. “We have updates regarding your ticket. Please respond back if you'd like to continue support.")

How can I get started?
1. Open the WhatsApp Business Manager to submit your message templates for approval.
2. Once your templates have been approved, either: open a new ticket and set the channel to Reply via WhatsApp or open an existing WhatsApp ticket that is outside the 24-hour window.