Use Cases and Message Types

Wondering what types of messages are possible with the WhatsApp Business solution? You can find the FAQs on this topic below.

Message Templates

How can I use the WhatsApp Business API?

You can use the WhatsApp Business solution for a variety of use cases, such as:

  • Alerts and notifications, from travel updates and payment confirmations to appointment reminders, shipping alerts and more.
  • Customer service, allowing your support agents to communicate in real-time and rich media conversations with your customers.
  • Verification and multifactor authentication, allowing you to send one-time passwords with enhanced security and strong encryption.

Marketing and promotional messages are generally not part of the WhatsApp Business API. Check out our Tech Docs for more information or the WhatsApp Business Policy.

What type of messaging is supported on the WhatsApp Business API?

WhatsApp came up with a balanced way to protect user experience and allow enterprises to design efficient user journeys. WhatsApp Business API differentiates between two types of communications:

Notifications & alerts (business-initiated conversation)

Companies can initiate a customer interaction with notifications like appointment reminders, shipping confirmations or delivery tracking information.

When you want to start communicating with an end user, you must set up message templates. When sending message templates, they can be personalized, translated and allow for minimal variable text through programmable variables. Every message template must be approved by WhatsApp before it can be used.

Support Window (user-initiated conversation)

Each time an end user sends a message to a WhatsApp Business Account, the business has a 24 hour “support window” to reply to the end user with a message. Enterprises are free to personalize and design the communication without any approval needed or third party editing. Support windows are applicable for customer service, feedback, surveys, and more.

What specifics should I know about Message Templates?

Every message template must be approved by WhatsApp before it can be used; when submitting the message template, keep in mind that you need to contain the full body of the message. This also allows options to add unique parameters, represented as placeholders.

For example, the message:

Hi Joey! Thanks for starting your personal training plan. We’ll send you a weekly update with your new schedule. You can log-in online using your training ID 123456. Stay fit!

Needs to be submitted as:

Hi {{1}}! Thanks for starting your personal training plan. We’ll send you a {{2}} update with your new schedule. You can log-in online using your training ID {{3}}. Stay fit!

The message template uses numbered placeholders '{{x}}' for each variable in the message. Each variable can be replaced with text that contains letters, digits, special characters, or spaces. Each message template needs at least one parameter.

One of the unique features of the WhatsApp Business Solution is that it offers locale editing. When sending the message template, WhatsApp will identify the language of the recipient WhatsApp account, and if a locale message template has been submitted, that language will be used.

The submission process will be taken care of by tyntec. We'll submit your template messages for you and keep you updated on their status. You can submit your message templates in this form.

Get more information in our Tech Docs on how to set up your Message Templates.

Does WhatsApp approve messages during the "chat window"?

No. During a chat window session, which lasts 24 hours from the moment your customer sends their last message, you can send messages that are not message templates – and therefore, those messages do not need to be pre-approved by WhatsApp.

What kind of formatting is possible with Message Templates?

WhatsApp allows for basic formatting in message templates. To format a message or a part of a message, use the formatting symbols described in this table.

Formatting Description Symbol Example
Italic text Italicize your message with an underscore on both sides of the text _text_ Welcome to _tyntec_
Bold text Place an asterisk on both sides of the text *text* Your total is EUR *19.90*
Struck through text To strikethrough your message, place a tilde on both sides of the text ~text~ This is ~better~ best!
Monospace text / code Place three backticks on both sides of the text ```text``` ```print 'Hello World';```

How can I submit Message Templates with tyntec?

While tyntec handles the submission and approval processes in liaison with WhatsApp, it’s important that you take charge in identifying your use cases and creating related message templates that are relevant for your business — and especially for your customers. If you have any questions about how to craft these message templates, we’re happy to help. However, this is something that only you can decide.

The submission process itself is simple. You can add message templates on tyntec’s Setup Additional Templates at any time.