Session Message vs. Template Message
Before we get started about message templates, it is important to understand about 2 types of outbound messages in WhatsApp:
- Session Message When a customer sends you a message, and you reply to the same from the Chat Dashboard, the reply is sent as a Session Message. What this means is, there is an open conversation between your business and a customer. So you as a business can directly message the customer.
These messages are not charged and there is no limit to the number of session messages you can send to a customer within a conversation window.
- Template Message If you want to message a customer who has never messaged you / hasnt messaged you in the last 24 hours, you need to send the customer a template message. You can send a template message from the chat dashboard or from the lead details page. You need to have approved message templates to be able to send this kind of template messages. Examples of message templates are below:
Hi {{customer_name}}, We haven't heard from you in a while. Do you have any feedback for your last purchase made on {{purchase_date}}.
As you notice these kind of templates have placeholders to insert personalized info, but the bulk of the message text has to be frozen prior.
How are template messages different from session messages
- Template messages are generally chargeable
- These mesages cannot be sent without configuring payment methods both on Chakra & on facebook
- They are subject to volume limits
- Facebook monitors the quality of templates and may block templates if customers complain or report as spam
- Template messages might be rejected in spite of all checks by Facebook to maintain a healthy customer engagement