WhatsApp Session messages are any messages sent and received in response to a user-initiated message to your business. A messaging session starts when a user sends your business a message and lasts for 24 hours in the most recently received message. You can wait for users to message to your app, or you can send a Template Message to invite the user to respond. Regular text messages or media messages (i.e., any non-template messages) can only be delivered in this 24-hour active window.
WhatsApp Template Message
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WhatsApp Template messages use pre-approved message templates called MTMs for outbound notifications such as delivery alerts and appointment reminders. They cannot be used for marketing. You must use a WhatsApp Template Message if more than 24 hours have elapsed since the user last responded to you. Any other type of message will fail.
There are 10 notification types as given below, each with allowed use cases. Each template is language and country-specific. WhatsApp processes each approval request for a new template or an update to an existing template. Approvals can take up to four business days.
Template Category
Allowed Use Cases
Examples
ACCOUNT_UPDATE
Notify the message recipient of a change to their account settings.
Profile has changed
Preferences have been updated
Settings have changed
Membership has expired
Password has changed
PAYMENT_UPDATE
Notify the message recipient of a payment update for an existing transaction
Send a receipt
Send an out-of-stock notification
Notify that an auction has ended
Notify that the status of a payment transaction has changed
PERSONAL_FINANCE_UPDATE
Confirm a message recipient’s financial activity
Bill-pay reminder Scheduled payment reminder
Payment receipt notification
Funds transfer confirmation or update
Other transactional activities in financial services
SHIPPING_UPDATE
Notify the message recipient of a change in shipping status for a product that has already been purchased
Order has shipped
Status changes to in-transit
Order is delivered
Shipment is delayed
RESERVATION_UPDATE
Notify the message recipient of updates to an existing reservation
Itinerary change
Location change
Hotel booking is canceled
Cancellation is confirmed
Car rental pickup time changes
Room upgrade is confirmed
APPOINTMENT_UPDATE
Notify the message recipient of a change to an existing appointment
Appointment time changes
Appointment location changes
Appointment is canceled
TRANSPORTATION_UPDATE
Notify the message recipient of updates to an existing transportation reservation
Flight status changes
Ride is canceled
Trip is started
Ferry has arrived
TICKET_UPDATE
Send the message recipient updates or reminders for an event for which a person already has a ticket
Concert start time changes
Event location changes
Show is canceled
A refund opportunity is available
ISSUE_RESOLUTION
Notify the message recipient of an update to a customer service issue that was initiated in a Messenger conversation, following a transaction
Issue is resolved
Issue status is updated
Issue requires a request for additional information
ALERT
Notify the message recipient of something informational
Business hours
Business address
Notes:
WhatsApp notifications don’t support the following use cases: