Messages

You can use the WhatsApp Business API to send text messages, media/documents, and message templates to your customers. You should use the /messages endpoint to send those.

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

Using the API

Currently, we support sending two types of messages:

User-Initiated Messages

You can send customer care responses to user-initiated messages. You may respond to user messages with any type of message within 24 hours of message receipt. This 24-hour period is known as the response window:

There are no charges for these messages.

Business-Initiated Messages

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.

When sending notifications, you pay per delivered message. Messages are priced based on how many notifications businesses send within each market. Pay progressively lower prices as message volume increases.

For more information, see Sending Message Templates.

Message Types

You can send the following message types using the API:

Example

When a message is successfully sent in a request, the customer receives a message such as this:

Received Messages

This image displays messages of the following types, from top to bottom:

  1. Text message
  2. Text message with a URL
  3. Message template
  4. Media message

FAQs

不可以。

如果用戶主動聯絡企業,則企業可以在其後的 24 小時內回覆任何類型的訊息。此類訊息是免費的。

可是,如果企業在用戶傳送訊息前主動聯絡用戶,或者企業在 24 小時後才聯絡用戶,則企業只能傳送訊息範本。此類訊息屬於付費通知。

超過為時 24 小時的期限後,您便不能使用自由形式的文字訊息和影音素材訊息。否則,它們會導致出現錯誤代碼為 470 的失敗回調。

可以!WhatsApp 允許您為訊息的所選文字使用粗體、斜體、刪除線或等寬字體。

在某些情況下,您可能需要更多時間來處理顧客的查詢,或者您只能在 24 小時後回覆其訊息。我們建議您建立訊息範本,以用於下列兩個用途:

  • 將結果傳送給用戶,或者
  • 提醒用戶作出回覆,以啟動客戶服務期限。

在這兩種情況中,請務必盡可能為訊息範本提供最多的背景資訊。例如:

  • 「{{1}},您好!關於您先前回報的問題,我們很遺憾地通知您 {{2}}。如有任何不便之處,敬請原諒。」
  • 您的問題單已有所更新。如果您想繼續使用支援服務,請回覆。」