Understanding WhatsApp Messaging
WhatsApp messaging is slightly different than normal text messaging, featuring two types of messages.
WhatsApp Session Message
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
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. |
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| PAYMENT_UPDATE | Notify the message recipient of a payment update for an existing transaction |
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| PERSONAL_FINANCE_ UPDATE | Confirm a message recipient’s financial activity |
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| SHIPPING_UPDATE | Notify the message recipient of a change in shipping status for a product that has already been purchased |
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| RESERVATION_UPDATE | Notify the message recipient of updates to an existing reservation |
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| APPOINTMENT_UPDATE | Notify the message recipient of a change to an existing appointment |
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| TRANSPORTATION_UPDATE | Notify the message recipient of updates to an existing transportation reservation |
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| TICKET_UPDATE | Send the message recipient updates or reminders for an event for which a person already has a ticket |
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| ISSUE_RESOLUTION | Notify the message recipient of an update to a customer service issue that was initiated in a Messenger conversation, following a transaction |
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| ALERT | Notify the message recipient of something informational |
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WhatsApp notifications don’t support the following use cases:
- Promotional notifications
- Product or marketing surveys
- Recurring content or subscription messaging
- Requests to rate or review an app