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This article lists out a set of FAQs that will help you learn more about WhatsApp message templates. Here are a few more articles that will help you:
- Learn the basics of getting started with WhatsApp message templates.
- Learn to start using your WhatsApp Message Templates.
- Why are links in Message Templates not clickable on my customer's phone?
A link will only be rendered as clickable if the recipient has already saved your business number as a contact or you have an Official Business Account.
Can we modify/delete an approved message template?
No. Once approved, message templates cannot be modified. You will have to apply for a new one. Deletion of an existing Message Templates may take up to 14 days.
What are the reasons message templates might be rejected?
Message templates could get rejected if it
contains potentially abusive content such as abusive language or spam-like content.
contains promotional content (or) Does not match the select tag type (or) Formatted incorrectly.
To reduce the chance of your message templates being rejected, make sure it follows the guidelines set by WhatsApp. You can also refer to this article to read these guidelines about formatting and tag types.
- How do I check whether the Message Templates was successfully sent?
You can use the "List all outbound messages" API to retrieve the list of all outbound messages sent from your Freshdesk Messaging account. You can refer to the API documentation here.
With the request_id from the POST API call, you can check the status of the Message Templates sent, which will be one of the following:
- Accepted: Message receipt is acknowledged by the recipient.
- Sent: Message is sent to the recipient.
- Delivered: Message is delivered to the recipient.
- Failed: Message delivery failed. If the status is failed, the failure_code and failure_reason attributes are present in the response object.
- Do message templates support emojis?
Yes. All WhatsApp messaging characters and formatting is can be used in the message templates including emojis, bolding, italics, etc. For emojis, you will need to use the emoji character (copy/paste) rather than its Unicode equivalent.
- Is there a limit to the number of variables in a Message Template?
There is no limit to the number of variables allowed in Message Templates.
- How many messages per second can I send?
The maximum tested outbound message rate is 20 messages per second.
- Is there a messaging limit for sending out Message Templates?
Yes. All businesses can send notifications to up to 1000 unique customers every 24 hours.
How to increase my messaging limit?
You will be automatically upgraded to a higher tier based on the volume and quality of the messages you send. Conversely, you can be downgraded if more of your messages are reported by users. Please refer to the Quality Rating and Messaging Limits documentation for more information.
- Can we use rich media in a message template?
Yes, message templates support images, videos, and documents.
- What are the size limits for using rich media in message templates?
Media type Maximum sizeVideo16 MBImage5 MBDocuments100 MB
Do messaging limits apply to user-initiated messages (customer care messages)?
No. When a customer reaches out to you on WhatsApp with a question, you can respond to them within the next 24 hours (defined as the Customer Care Window) without any limitations.
All messaging limits only apply to business-initiated messages (Message Templates) or any replies that you send after the Customer Care Window closes after 24 hours.
How do I get opt-in from my customers?
Understand How to Get Opt-in for WhatsApp for more information on presenting your users with an opt-in option.
How do I know if a user has blocked my business?
Currently, there is no way to see how many or which users have blocked your business. The best indicator would be to listen for status callbacks and if you do not receive the delivered status, then either the user has blocked your business or they do not have a network connection.
Can I have Message Templates in different languages?
Yes. The following are the supported languages for Message Templates. Please make sure to use the right code for each language:
Language Code Afrikaans af Albanian sq Arabic ar Azerbaijani az Bengali bn Bulgarian bg Catalan ca Chinese (CHN) zh_CN Chinese (HKG) zh_HK Chinese (TAI) zh_TW Croatian hr Czech cs Danish da Dutch nl English en English (UK) en_GB English (US) en_US Estonian et Filipino fil Finnish fi French fr German de Greek el Gujarati gu Hausa ha Hebrew he Hindi hi Hungarian hu Indonesian id Irish ga Italian it Japanese ja Kannada kn Kazakh kk Korean ko Lao lo Latvian lv Lithuanian lt Macedonian mk Malay ms Malayalam ml Marathi mr Norwegian nb Persian fa Polish pl Portuguese (BR) pt_BR Portuguese (POR) pt_PT Punjabi pa Romanian ro Russian ru Serbian sr Slovak sk Slovenian sl Spanish es Spanish (ARG) es_AR Spanish (SPA) es_ES Spanish (MEX) es_MX Swahili sw Swedish sv Tamil ta Telugu te Thai th Turkish tr Ukrainian uk Urdu ur Uzbek uz Vietnamese vi Zulu zu