WhatsApp Business Session vs Template Messages: What’s the Difference?
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Let’s face it. Customers expect quick, clear communication, and they’re not willing to wait around for it. Whether it’s a service update, a product query, or just a simple follow-up, people want answers now.
But for businesses, keeping that pace across every conversation isn’t always easy. Consistency? Tough. Efficiency? Even tougher.
In fact, a Forbes report suggests that just 20% of businesses provide comprehensive answers to inquiries in their initial response.
Fortunately, WhatsApp Business offers two powerful messaging solutions: session messages and template messages. These tools optimize customer interactions while ensuring timely and structured communication.
In this post, we'll take you through a detailed comparison of WhatsApp Business session messages and template messages. By understanding their differences, benefits, and best use cases, you can choose the right approach to enhance customer communication.
What are session messages?
Messages sent within 24 hours after a user starts a conversation with a business on WhatsApp are called sessions.
WhatsApp Business manages messaging using a server-client architecture. Session messages trigger upon receiving a customer's message and activate a 24-hour conversation window. The WhatsApp server temporarily stores the interaction state, allowing businesses to respond in real time.
Suppose a customer asks a business about a product at 10 AM, and the company answers. All communications sent until 10 AM the following day are included in this session. This system enables swift communications that improve customer happiness and abide by WhatsApp's messaging policy standards.
Some of the key features of session messages are:
- Flexibility in content: This does not require adherence to a specific template and can seamlessly incorporate media content.
- Improved help options: This feature enables companies to provide thorough customer service by sending several session messages in a given amount of time.
- Unconstrained communication: Enables detailed interactions with no character restrictions.
- Dynamic 24-hour cycle: Each time a client responds to a WhatsApp discussion, the 24-hour session messages are refreshed.
- Customer-initiated interaction: In order to participate, customers must start the conversation.
- Free interaction: There is no cost for session messaging.
Also Read: WhatsApp Business vs WhatsApp Business API: Upgrade Guide
What are template messages?
Template WhatsApp messages are pre-written responses that can be reused in various conversations to ensure consistency.
However, WhatsApp must first approve template messages, which are kept in a library and can be delivered outside of the 24-hour limit. After receiving a request from a business in the form of a template message, the server manages the charging and compliance procedures.
This dual mechanism ensures efficient and structured communication while adhering to platform regulations. It saves time while maintaining a professional touch.
Here are some of the key features of WhatsApp template messages:
- Structured communications: Limited to sending organized, predefined messages.
- Reinitiate conversations: This feature starts new discussions when companies miss the 24-hour session messaging window.
- Requires opt-in: In order for businesses to start discussions, customers must choose to receive WhatsApp notifications.
- WhatsApp approval: Template Messages must receive WhatsApp's approval before being used.
- Fee payment: WhatsApp charges a small fee for every template message sent to the customers.
To comply with WhatsApp policies, businesses must adhere to the following rules:
- Promotional messages are not permitted as templates.
- Only lowercase letters, numerals, and underscores are allowed in the template message title. The title cannot contain any further special characters.
- The message's content needs to be free of spelling and grammar mistakes.
- The template messages must be limited to 1024 characters.
- There are three-tier restrictions of 1000, 10,000, and 100,000 template messages on WhatsApp. Businesses can send only 1000, 10,000, and 100,000 messages in 24 hours.
Difference between WhatsApp Business Session vs Template Messages
Here is a concise comparison table outlining the differences between WhatsApp Business sessions vs template messages:
Use cases of WhatsApp Business session messages and template messages
Here's a detailed look at how businesses can effectively use WhatsApp Business session and template messages:
Customer support interactions
Imagine a customer reaching out to a retail store via WhatsApp to inquire about the status of their order. The support team can promptly reply within the 24-hour session window to offer real-time updates.
For instance, "Hello Sam! Your order is on its way and should arrive by Thursday. Thank you for your patience!" This timely response enhances customer satisfaction and solidifies the relationship through direct communication.
Payment updates
Businesses can effectively notify customers about their payments by using WhatsApp template messages.
For instance, a business might send a template message to a customer after they have paid: "Thank you for paying $50 for Order #1234. Your transaction was successful, and your order will be completed shortly. Please respond to this email with any queries you may have."
Appointment reminders
A dental clinic might utilize template messages to remind patients of their upcoming appointments.
Following the initial appointment scheduling, they can send a message like, "Hello [Patient Name]! This is a reminder for your dental appointment on [Date] at [Time]. We look forward to seeing you!"
This proactive approach reduces no-shows and enhances operational efficiency by keeping patients informed.
How to choose the right messaging type for your business
Here are key aspects to consider when choosing between WhatsApp session and template messages:
1. Know your customer interaction patterns
Session messages are perfect for dynamic, real-time communications like customer service issues or queries. They allow instant, contextual responses.
On the other hand, template messages work well for repetitive, structured communications like appointment confirmations or promotional offers.
2. Consider your response time expectations
A further essential factor is your company's anticipated response time. Session messaging gives customers the instant contact they want when your industry necessitates swift responses, such as during a sales campaign or customer service situation.
However, template messaging can support your outreach by providing current updates without requiring instant customer engagement if your business model includes fewer urgent inquiries.
3. Compliance and approval
Session messaging offers greater flexibility to engage within a 24-hour window after a customer contacts you. However, for messaging beyond this timeframe, template messages must be pre-approved by WhatsApp.
You must familiarize yourself with these guidelines to avoid any potential pitfalls and maintain a positive business reputation.
4. Cost considerations
Session messaging can be cost-effective for businesses focused on prompt customer engagement. However, template messaging incurs a charge for each message sent outside this timeframe.
If your business frequently updates customers with notifications, you’ll want to factor in these costs, as high volumes may impact your budget. Assess your communication needs to optimize your investment.
5. Strategic integration
A well-rounded strategy might be the most effective for your business's success. While you can use template messaging for regular alerts, session messaging is more appropriate for instant communications.
Hence, you can ensure effective customer engagement by carefully combining the advantages of both communication styles.
Nail down your WhatsApp messaging strategy
Understanding the differences between session and template messages is crucial for effective customer communication. Since template messages require strict compliance with WhatsApp guidelines, businesses must ensure accuracy and adherence to avoid restrictions or penalties.
Gallabox simplifies WhatsApp Business messaging by helping you create, manage, and optimize both session and template messages. Our AI-powered WhatsApp template generator optimizes lead management, while our seamless WhatsApp Business API integration enhances your customer engagement strategy.
Explore the full potential of WhatsApp Business with Gallabox. Sign up today and take your messaging to the next level!
FAQs about WhatsApp Business Session vs Template Messages
Are there costs associated with sending session messages and template messages?
While session messages are free, WhatsApp charges a small fee for every template message sent to customers.
Do template messages require approval from WhatsApp before being sent?
Yes, template messages must be approved by WhatsApp before they can be sent. This ensures that the content adheres to WhatsApp's guidelines and policies to maintain quality communication.
Can template messages be personalized for individual customers?
Absolutely! Template messages can be personalized with specific information like name or order details. This customization helps enhance CX and makes interactions more personal.
What happens if a customer replies to a template message?
The conversation enters a session messaging phase if a customer replies to a template message. This means you can respond to them freely within a 24-hour window without needing to use template messages again.
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