Messages

You can use the WhatsApp Business Platform to send text messages, media/documents, and message templates to your customers. You should use the following endpoints to send messages:

This page provides an overview of how messages work on the WhatsApp Business Platform.

Using the Platform

Currently, we support sending two types of messages:

Business-Initiated Conversations

At any time, you can send business-initiated messages to customers who have opted-in. Throughout the documentation, these messages are also called notifications, message templates, or templated messages. When sending business-initiated messages, you are required to use a pre-approved message template, which can be text-based, media-based, or interactive.

For more information, see:

Businesses are charged per conversations, which includes all messages delivered in a 24 hour session. See Conversation-Based Pricing for information.

Scaling Business-Initiated Conversations

After completing Embedded Signup or the “on behalf of” (OBO) onboarding processes, businesses are immediately able to send business-initiated conversations to 50 unique customers in a rolling 24-hour period.

Businesses must initiate Business Verification when they are ready to scale business-initiated conversations, add additional phone numbers, or request to become an Official Business Account. When a business hits the limits, they can start the business verification process in the Business Manager by going to the Security Center. Visit Verify Your Business in Business Manager for more details.

Once approved, businesses can send business initiated conversations to 1K unique customers and increase based on our messaging limits upgrade requirements.

Read Receipts

Businesses can set up read receipts and customers can elect to send read receipts back. If the customer opts out of sending read receipts, the business will only be able to see that the message was delivered. For more information, see:

Message Types

You can send the following message types using the platform:

  • Text messages
  • Media messages: image, video, and audio messages.
  • Contact messages
  • Location messages
  • Interactive messages: List messages, Reply button messages, and Single and Multi Product Messages.
  • Message templates

Message Status

For each message your business sends, you will receive a notification about the status of the message. In the table below, click the arrow in the left column for the WhatsApp App equivalent to each status, if available.

NameDescription

deleted

A message send by the user was deleted by the user. Upon receiving this notification, you should ensure that the message is deleted from your system if it was downloaded from the server.

WhatsApp App Equivalent

The message is replaced in WhatsApp mobile with a note reading "This message was deleted."

delivered

A message sent by your business was delivered to the user's device.

WhatsApp App Equivalent

Two checkmarks

failed

A message sent by your business failed to send. A reason for the failure will be included in the callback. Check the error message documentation for help debugging:

WhatsApp App Equivalent

Red error triangle

read

A message sent by your business was read by the user. read notifications are only available for users that have read receipts enabled. For users that do not have it enabled, you only receive the delivered notification.

WhatsApp App Equivalent

Two blue checkmarks

sent

A message sent by your business is in transit within our systems.


For On-Premises API users: To receive notifications for sent messages, set the sent_status setting to true in the application settings. The sent status notification is disabled by default.

WhatsApp App Equivalent

One checkmark

warning

A message your business sent contains an item in a catalog that is not available or does not exist.

The order of these notifications in your app may not reflect the actual timing of the message status. View the timestamp to determine the timing, if necessary.

FAQs

Yes! WhatsApp allows you to format selected text inside your messages with Bold, Italics, Strikethrough or Monospace.

There may be cases where you need more time to handle a customer query and may only be able to provide a response after 24 hours. We recommend creating message templates to either:

  • deliver the result to the user, or
  • prompt the user to reply in order to activate the customer service window.

In both cases, please ensure you provide as much context to the message template as possible. For example:

  • "Hello {{1}}, regarding the issue you reported earlier, we regret to inform you that {{2}}. Apologies for any inconvenience caused."
  • We have updates regarding your ticket. Please respond back if you'd like to continue support."