WhatsApp Message Templates
If you want to send a message to a user outside the 24-hour window, you need to use a WhatsApp Message Template.
But you can only send a message according to really specific situations, otherwise it is not allowed by WhatsApp.
In total, there are 11 situations and I will go by them one-by-one.
You can use this category to send messages to users when their account is updated or changed. For example, you can inform customers when they have successfully created an account on your webshop.
Send important updates or news to customers.
This category is more for general updates to users. For example, you can send an update to a user if he ordered a product at your webshop.
The Appointment Update is used to send confirmations, reminders or other updates to users about their appointments:
You can use this category to send auto-replies to customers when your business isn’t online or available to respond right away.
To be honest, most business with WhatsApp chatbots don’t use this feature, because a chatbot is 24/7 available and can always respond.
With the Issue Resolution category, you can respond to questions or concerns from users about your business.
For example, when your website or service isn’t online at the moment, you can inform users that you are working on a resolution to solve the issue.
The Payment Update is meant to send messages to customers about their payment. For example, you can send a message when the payment has been succesfully received.
Personal Finance Update
You can use the Personal Finance Update to send messages to customers about their personal finances. This is especially useful for insurance organizations or financial institutions.
This one is quite similar to the Appointment Update.
With the Reservation Update, you can send confirmations, reminders or other updates to users about their reservations.
You can use the Shipping Update to send updates to customers about shipping their products. For example, you can send “You will receive your products within 24 hours.”
This can be used to send ticketing information or updates to customers. It is especially useful if you solved a ticket outside the 24-hour window.
This template is used for sending transportation information or updates to customers. For example, you could send a message when a flight has been delayed (Exactly what KLM used!)