Introducing ProgramMatek’s WhatsApp API

WhatsApp Message Templates offer an excellent way to actively engage and communicate with your customers, building meaningful experiences. By utilizing these templated support messages, notifications, account updates, alerts, and two-factor authentication codes, you can create engaging interactions. However, keep in mind that using the WhatsApp API entails stricter rules and guidelines compared to other messaging platforms. To ensure the approval of your template messages, follow our comprehensive guidelines and best practices for successful WhatsApp Message Templates:

Message Templates vs. Session Messages with WhatsApp API

The WhatsApp API provides two primary ways to interact with your customers:

Session Messages

Session Messages allow you to respond to customer inquiries when they initiate conversations with your business on WhatsApp. With Session Messages, you can provide exceptional customer support by including media attachments such as images, videos, GIFs, and more. As long as you comply with WhatsApp Business Policy and WhatsApp Commerce Policy, you don’t need pre-approval for Session Messages.

Message Templates

Message Templates are templated outbound messages that require customer opt-in. You can send Template Messages to users who have specifically opted in to receive messages from you. These messages are perfect for transactional notifications like purchase confirmations, delivery updates, and more. It’s essential to note that Template Messages must be highly structured and come at a cost (rates vary by country).

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The Customer Care Window

One key distinction between message types is the “Customer Care Window” as defined by WhatsApp. This 24-hour timeframe allows you to effectively communicate with your customers and address their queries, starting from their initial message.

Customer Care

Best Practices for Successful Message Templates

1. Categorize your Message Templates

Ensure that your messages fall into one of these categories:

  • Account Update
  • Alert Update
  • Appointment Update
  • Auto-Reply
  • Issue Resolution
  • Payment Update
  • Personal Finance Update
  • Reservation Update
  • Shipping Update
  • Ticket Update
  • Transportation Update

Message Categories

2. Perfect Grammar and Language Selection

Avoid misspellings and grammatical errors, which can flag your messages as spam or untrustworthy. Double-check your messages before submission. Furthermore, make sure that your Message Template language aligns with your selection to prevent automatic rejection. WhatsApp supports various languages.

3. Follow Formatting Rules

Adhere to these formatting guidelines for your Message Templates:

  • Template name: Use only lowercase alphanumeric characters and underscores (e.g., account_update_1). Keep your template name clear.
  • Template size: Messages are limited to 1024 characters and should not include new lines, tabs, or more than four consecutive characters.
  • Text-based: Ensure your messages consist of letters, digits, special characters, emojis, and WhatsApp specific formats. You can also format selected text using bold, italics, strikethrough, or monospace.

Formatting Rules

4. Utilize Variables in Message Templates

Use numbered placeholders, such as {{x}}, to represent variables within your Message Templates. Each variable can be replaced with relevant text. For example, {{1}} can represent the customer’s name, {{2}} can denote frequency, and {{3}} can indicate a specific client’s training ID. This approach ensures personalized, dynamic content.

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5. Mindful Usage of URLs

WhatsApp recommends sending URLs from your own business domain instead of short links or third-party URL shorteners. Using your full URL establishes trust and ensures a seamless customer experience.

6. Understand the 24-Hour Rule

Familiarize yourself with the 24-hour Customer Care Window. During this window, you can engage in ongoing conversations with customers. However, once the window expires, only approved Message Templates should be used. Sending other types of messages may lead to account flagging or blocking.

7. Comply with Opt-in Rules

Explicit opt-in from end users is mandatory before sending WhatsApp Template messages. Make sure to clearly state that the person is opting in to receive messages from you on WhatsApp. Additionally, specify your business name within the opt-in message. Non-compliance with these rules may result in account/number blocking.

8. Avoid Collecting Customer Data or Promotions

While WhatsApp has started beta testing marketing messages in certain regions, it is advisable to refrain from collecting customer data, running promotions, or sending links with polls outside these regions. Engaging in such activities may lead to account flagging or blocking.

9. Set up Clear Escalation Paths for Chat Automation

If you employ chatbots or chat automation within the Customer Care Window, ensure that you have established clear and direct escalation paths to human agents. These paths can include in-chat human agent transfer, phone numbers, email addresses, web support, in-store visits, and support forms.

10. Maintain Quality Ratings

WhatsApp categorizes your message quality as low, medium, or high. Aim to improve your rating from low to medium within seven days. Failure to do so can result in disabled templates, preventing you from sending new messages or rejecting subsequent ones.

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Examples of Rejected Messages

To prevent making the same mistakes, here are some rejected message examples:

  • Promotional coupon: “Hi {{1}}. Thank you for your recent purchase. Get 5% off your next order with coupon code {{2}}. Here’s your boarding pass, with seat assignment and gate information. To save 5% on your in-flight dinner, order through our app.”
  • Wrong formats: “Hi {{1}} | Order Information: {{2}}”
  • Mix of languages: “Hi {{1}}! This is Shoe Co, Gracias por comprar tus zapatos.”
  • Sensitive information: “Hi! Please share your full banking account number for further processing.”
  • Surveys: “Hi, we’d like to know your thoughts on certain food groups. Can you participate in a survey?”
  • Cold calls: “Is now a good time to talk? Thank you for your interest. Can we speak now?”

For additional examples, refer to our guide on “Why has my message template been rejected?”

Get Started with ProgramMatek’s WhatsApp API

ProgramMatek’s WhatsApp Business API connects you with your customers on the world’s most popular messaging app. With our powerful APIs, tools like Flow Builder and Inbox, or native integrations like Zendesk, you can use WhatsApp for customer support, alerts and notifications, and even two-factor authentication. ProgramMatek’s WhatsApp Business API offers:

  • Easy integration: Send and receive WhatsApp messages without hosting, managing, or updating software.
  • End-to-end WhatsApp encryption: Your information remains secure.
  • Rich messaging: Utilize CTA and quick-reply buttons, share and receive images, locations, files, audio, and inbound videos.
  • 24/7 support: Our global offices provide unparalleled support across time zones, 24/7.

Join ProgramMatek’s WhatsApp Business API today to start sending impactful WhatsApp Message Templates for your business!