Session and Template Message

There are two terminologies provided by WhatsApp: Session and Template Message. #

What are Session Messages? #

The 24 hour Session window is initiated from the latest message of the user(Incoming Message). All the incoming and outgoing messages within the 24-hour window are considered session messages. . These messages can include text, image, video, pdf etc.

Let’s Suppose, A User Starts a Chat at 7:30 pm – Your Chatbot/Agent can reply with any kind of message, and the conversation went on for 30 mins. So Now, the User’s Latest Message is at 8 pm. So till Tomorrow at 8 pm, you can actually reply back to the user, as the session window is open till 24 hours from the User’s last message.

After 24 hours, you won’t be able to reply to the user with any kind of Message you wish to!

Now the question arises: What Can you(Business) reply with to the user after 24 hours. Also If you wish to initiate a conversation with the User, How do Do that?

Read on to the Next Question!

What are Template Messages? #

So After 24 hours, You can Only Send Specific messages that have already been approved by Whatsapp. (It take 24-72hrs to have these messages approved.)

All the outbound messages that are sent using any of the pre-approved message templates are known as template messages. These messages are sent once the 24-hour window is closed and you wish to initiate a conversation again. Also, you can use these template messages to send transactional messages (delivery alerts, appointment reminders, etc.) to users who have opted in to receive messages from you viz. You can Initiate a Conversation with users on Whatsapp using these template messages. (These users should have given you permission to receive messages on Whatsapp)

Can I Import my Contacts to AiSensy Dashboard and Broadcast Whatsapp Message to them? #

Yes, You can easily Import all Opted-In Users to the AiSensy Dashboard in a Single Click and Shoot a Template Message to them.

Are these messages chargeable? #

Yes, both the session messages and template messages are chargeable on the AiSensy Platform.

Can we send promotional messages? #

No, WhatsApp doesn’t approve the templates of promotional messages/cold outreach. Warm outreach is still acceptable.

How can I interact with the user on WhatsApp once the 24-hour window is over? #

You can initiate the chat with the inactive users(Users out of the 24 hour Session window) via template messages.

For example, you send 100 template messages and 25 users responded to that message, then these 25 users are now active and you can start engaging with them.

How many message templates one business can get approved? #

There are up to 250 different message templates one business can get approved. All each template can have dynamic information.

For Example Hi $Name, Your transaction for $Currency was Successful. In this template, you can replace $Name with the User’s Name and $Currency with $40 or any dollar amount that you wish to.

Catering to different users according to their requirements (With the same template message)

Does every template need to be approved by WhatsApp? #

Yes, every message template will be reviewed by Whatsapp to ensure businesses do not violate WhatsApp policies. Once approved, it can be sent to any number of users. Moreover, these template messages can be dynamic in nature up to multiple levels.

What are the guidelines of WhatsApp Template Messages? #

Whatsapp has issued some guidelines of things you shouldn’t include in your template messages to get them approved. Template messages can’t be promotional in nature. For example, they shouldn’t include:

1. New product promotional messages

2. Discount codes / vouchers / free gifts

3. Messages leading to a survey to collect data from users (surveys after service to assess the experience are fine)

4. Games, contests, tests, or quizzes. Anything that constitutes a “game of skill or chance”. 

5. non-transactional messages

6. Up-sell / cross-sell messages

7. Cold outreach messages that aim to get the user to respond e.g. “Is now a good time to talk?”

8. Template Messages shouldn’t include threatening content.

9. Templates with incorrect formatting like spelling errors, URL shortens, etc. are also not allowed.