Initiate or restart conversations at any time with WhatsApp Message Templates
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![Initiate or restart conversations at any time with WhatsApp Message Templates](https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/lWfwIOygaMkPdf8dieUe/01h5kgg4j20f38pbys0rra6pxb-featured-image.png)
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.
![](https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/lWfwIOygaMkPdf8dieUe/01h5kfahdv0p8kdx4s3q8xvq5r-image.png)
3. Select any WhatsApp template, fill out any variables in the template, and press Send
![](https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/lWfwIOygaMkPdf8dieUe/01h5kg07va3xhdedwa0afhww8j-image.png)
4. Great! Your message has been sent. Once the customer responds, you’ll automatically be able to respond via free-text, just like any other text-based channel.
Limitations
Note that for now, we only offer text-based templates. Templates with photo, video, or location headers and call-to-action buttons are not supported by our platform yet.
WhatsApp message templates are an excellent way to improve your WhatsApp-based support workflow. Once you have had a chance to try it out, let us know what you think by emailing us at [email protected].
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