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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:


  1. Why are links in Templated Message 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.


  2. 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 Template Message may take up to 14 days.

  3. 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.

  4. How do I check whether the templated message 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 templated message 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.

  5. 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.

  6. Is there a limit on the number of characters in a Template Message?
    Yes. The maximum limit is 1024 characters.


  7. Is there a maximum number of message templates allowed per WhatsApp business account?
    250 Template Messages can be added for each WhatsApp business account.


  8. Is there a limit to the number of variables in a Templated Message?
    There is no limit to the number of variables allowed in Template Messages.


  9. How many messages per second can I send?
    The maximum tested outbound message rate is 20 messages per second.

  10. Is there a messaging limit for sending out templated messages?

    Yes. All businesses can send notifications to up to 1000 unique customers every 24 hours.

  11. 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.

  12. Can we use rich media in a message template?
    Yes, message templates support images, videos, and documents.

  13. What are the size limits for using rich media in message templates?

    Media typeMaximum size
    Video
    16 MB
    Image
    5 MB
    Documents
    100 MB

  14. 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 (Templated messages) or any replies that you send after the Customer Care Window closes after 24 hours.

  15. 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.

  16. 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.

  17. Can I have Templated Messages in different languages?
    Yes. The following are the supported languages for Template Messages. Please make sure to use the right code for each language:

    LanguageCode
    Afrikaansaf
    Albaniansq
    Arabicar
    Azerbaijaniaz
    Bengalibn
    Bulgarianbg
    Catalanca
    Chinese (CHN)zh_CN
    Chinese (HKG)zh_HK
    Chinese (TAI)zh_TW
    Croatianhr
    Czechcs
    Danishda
    Dutchnl
    Englishen
    English (UK)en_GB
    English (US)en_US
    Estonianet
    Filipinofil
    Finnishfi
    Frenchfr
    Germande
    Greekel
    Gujaratigu
    Hausaha
    Hebrewhe
    Hindihi
    Hungarianhu
    Indonesianid
    Irishga
    Italianit
    Japaneseja
    Kannadakn
    Kazakhkk
    Koreanko
    Laolo
    Latvianlv
    Lithuanianlt
    Macedonianmk
    Malayms
    Malayalamml
    Marathimr
    Norwegiannb
    Persianfa
    Polishpl
    Portuguese (BR)pt_BR
    Portuguese (POR)pt_PT
    Punjabipa
    Romanianro
    Russianru
    Serbiansr
    Slovaksk
    Sloveniansl
    Spanishes
    Spanish (ARG)es_AR
    Spanish (SPA)es_ES
    Spanish (MEX)es_MX
    Swahilisw
    Swedishsv
    Tamilta
    Telugute
    Thaith
    Turkishtr
    Ukrainianuk
    Urduur
    Uzbekuz
    Vietnamesevi
    Zuluzu