WhatsApp Business Platform
Message Formats
28min
WhatsApp Business messages are broadly categorized into template messages and free-form messages.
- Templates are structured messages composed of various components.
- Components include a header, message body, and buttons designed for specific actions.
- Pre-approved message formats designed for business use.
- Typically used for notifications, alerts, reminders, or other structured communication.
- Must adhere to WhatsApp's policies and receive approval before use.
- Marketing Templates: Promote offers, products, or services.
- Utility Templates: Send updates like order confirmations or shipment details.
- Authentication Templates: Send OTPs or verification codes for secure authentication.
- Templates are structured messages composed of various components.
- Components include a header, message body, and buttons designed for specific actions.
- The header is the topmost section and supports media types such as images, videos, or documents.
- Note - Media can be added only after template approval.
- This section contains the main content.
- Ensure clarity, conciseness, and adherence to WhatsApp’s guidelines.
- Allows users to copy codes (e.g., discount, referral, or verification codes) to their clipboard.
- Redirects users to specific web pages (e.g., product pages, or informational resources).
- Enables users to call a specified phone number with a single click.
- Provides users with pre-defined response options (e.g., Yes/No or time slot selection).
- Subsequent messages can follow based on the user's selection.
- Enables users to start with App journeys with a single click.
- Unstructured and dynamic messages exchanged within a 24-hour service window.
- Businesses can respond to customer queries or engage in real-time conversations. Ideal for personalized support or ongoing discussions initiated by the user.
- These messages are not subject to pre-approval, offering flexibility in responding to customer needs.
- Address Messages enable you to request a delivery address directly from WhatsApp users with ease.
- Audio Messages display an audio icon linked to an audio file. Users can tap the icon to play the file within the WhatsApp app.
- Contact Messages allow you to share detailed contact information such as names, phone numbers, email addresses, and physical addresses with WhatsApp users.
- Document Messages show an icon linked to a document, which users can tap to download.
- Image Messages let you send a single image accompanied by an optional caption.
- Interactive Button Messages with URL provide clickable buttons linked to any URL, removing the need to include long or complex URLs in the message text.
- Interactive Flow Messages allow you to deliver structured content, offering customers an intuitive way to book appointments, browse products, provide feedback, generate leads, or perform other tasks using WhatsApp Flows.
- Interactive List Messages display a list of selectable options for users, offering a convenient way to engage.
- Interactive Location Request Messages present a text prompt along with a "Send Location" button. When users tap the button, they are directed to a screen where they can share their current location.
- Interactive Reply Button Messages let you provide up to three pre-set options for users to select as their reply.
- Location Messages send specific geographic coordinates (latitude and longitude) to users to pinpoint a location.
- Text Messages are simple messages that include plain text and may optionally feature a link preview.
- Template Messages allow you to send predefined templates for marketing, utility, or authentication purposes. Unlike other message types, these don’t rely on a 24-hour interaction window with the recipient.
- Video Messages feature a thumbnail preview of a video and may include a caption. Users can tap the preview to play the video.
- Reaction Messages are emoji-based reactions you can use to respond to a user’s previous message.
- Template messages are pre-structured and require approval, often used outside the 24-hour messaging window.
- Free-form messages are spontaneous and used within the 24-hour window for active customer conversations.
Updated 03 Jan 2025
Did this page help you?