Template messages are dynamic messages that are pre approved by Facebook. These messages can contain variables that are automatically filled in from your database.
For example, if you want to send a message confirming a customer’s order status, you do not have to craft a new message every time.
A template message can be designed in the following way:
Hi {1},
Your order has been shipped and your shipping reference number is {2}.
Thank you for shopping with us! We hope you’ll love your new {3}.
Warm regards,
Support team
Here, {1}, {2}, and {3} will be automatically replaced with the corresponding details from your database every time the message is sent once you have set the template up correctly.
Template messages are used for the following reasons:
- Initiate new conversations with customers
- Send broadcasts
- Restart the session after the 24-hours have expired
Since the API users have restrictions on how they communicate with the WhatsApp users, these pre-approved messages have to be sent first and businesses need to wait for the customer to respond.
Once the customer replies, a session is started and businesses can begin communicating with their customer on WhatsApp during the session. (more about sessions here).
