Using the WhatsApp Business API, you can send two main types of messages: templated messages and personalized messages.
Templated Messages: These are predefined messages that need to be approved by WhatsApp before they can be sent to customers.
They are often used for transactional notifications like premium renewal, annual review scheduling, birthday greetings and other routine communications.
Templates ensure consistency and compliance with WhatsApp’s guidelines. They can include variables for personalization, such as the customer's name or order number, but their overall structure and content must adhere to specific rules to avoid being rejected for being too promotional or incorrectly formatted.
Personalized Messages: These messages are crafted individually for each recipient, allowing for a high degree of customization.
Unlike templated messages, personalized messages can be more conversational and tailored to specific customer needs or queries. They are typically used within the 24-hour service window, which is the period during which you can respond to customer-initiated conversations without needing prior approval from WhatsApp.
This type of messaging is ideal for providing customer support, answering specific questions, and engaging in interactive communication that builds customer relationships and satisfaction
By leveraging both templated and personalized messages, businesses can efficiently manage customer communications, providing timely updates and personalized support, thereby enhancing overall customer experience and engagement.