What is respond.io?
Setting Up an Account
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
WhatsApp Cloud API
WhatsApp Message Templates
Website Chat Widget
Website Chat Widget Overview
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
Dashboard & Reporting
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: Billing & Usage
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Use respond.io to Create Tickets in External Ticketing Systems
Supervising Your Support Agents
Reporting for Support
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Using respond.io to Create Deals in a CRM
Supervising Sales Agents
Reporting for Sales
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
Getting Started with the Reseller Program
White-label Platform Appearance
White-label Custom Domain Name
Table of Contents
Updated by JQ Lee
What are WhatsApp Message Templates?
As of now, our WhatsApp API Partners (excluding Chat API) have a timeout period that does not allow sending a message after 24 hours messaging window. This timeout period, also known as the Customer Care Window, starts from the last incoming message sent by the Contact. However, there is a way to send messages after this window using a feature provided by WhatsApp known as Message Template.
WhatsApp Message Templates are plain text and interactive message formats businesses can use to initiate contact with customers or when sending a message outside the messaging window. They require pre-approval from WhatsApp to ensure they abide by WhatsApp’s Business and Commerce Policies.
Setting up WhatsApp Message Template
In order to send these message templates to Contacts, the message templates need to be submitted for review and approval by WhatsApp. This can be done via the WhatsApp API Partners portal or the respond.io platform.
Please refer to the respective WhatsApp API to set up the WhatsApp Message Template:
Sending a WhatsApp Message Template
- Message Templates approved by WhatsApp at the respective platform.
- Approved Message Templates defined in the respond.io platform.
When a WhatsApp Contact's messaging window has expired, the messaging bar will be replaced with a SEND MESSAGE TEMPLATE button.
You can also send WhatsApp Message Templates while the messaging window is still open. Choose WhatsApp as the channel and click the Template Message icon in the toolbar of the message composer to select a template.
Step 1: Click Send Message Template or the Template Message icon
To send a Message Template after messaging window has expired, click the SEND MESSAGE TEMPLATE button at the bottom of the Messages Module.
To send a Message Template during the messaging window, click the Template Message icon in the toolbar of the message composer.
Step 2: Select the desired template
Choose the template you would like to send to your Contact.
Step 3: Fill in the required fields
Specify the parameters for the template and you may use Dynamic Variables to fill in the required fields.
Step 4: Send the message
Review the information and press SEND when you are ready.
We'd love to hear from you!
Sending a Simple Broadcast
Learn how to send a simple broadcast to a group of Contacts on supported Channels.
The messages reports tab consists of all the metrics and information related to messages.
Get an overview of all supported channels on respond.io.