WhatsApp Business Messaging

Types of messages

After generating an opt-in link and getting permission from customers, businesses can send two main types of messages through WhatsApp:

• Notifications
  These messages can be sent automatically at any time. For example, messages to inform customers about gate changes, package delivery notifications, two-factor authentication (2FA) codes, etc. These notifications are critical to running the business and can be delivered to customers where they are most engaged.
  Notifications enable you to:
  - Deliver important, timely messages during your customer’s path to purchase
  - Continue the conversation with customers who respond to your notifications
• Customer care messages
  These messages can be sent within a 24-hour window of a customer initiating a conversation with the business. A business can send automated replies or have a proper conversation with its customers.
  Customer care messages enable you to:
  - Resolve issues one-on-one with private conversations
  - Connect with your customers instantly
  - Communicate with your customers on the channel they prefer

Supported notifications

The following are the Supported Notification types:

• Marketing
• One-time Passwords
• Transactional

Unsupported notifications

There are some cases where you are not allowed to send notifications. Here are some notification types that WhatsApp does not accept at this point in time {these might change in future releases):

• Sales, discounts, promotions, product recommendations, or offers
• Recurring content
• Customer re-engagement
• Businesses asking customers to review their app
• Businesses sending reminders or alerts that a customer may have indicated an interest in seeing (not related to a purchase or event)
• Product or marketing/brand surveys

Maximum text length

The maximum length of a text message that can be sent through WhatsApp Business is 4096 characters.

Supported MEDIA formats

WhatsApp supports the following:

• End customers can send media messages in .jpeg, .png, .pdf, .xlsx, and .docx format. This attachment will be received by the business from Kaleyra via an Incoming webhook.
• Agents can also send images, files, and videos in the above format but it will be shown as a link to the end customer and they will have to click on the link to see the attachment.

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Note:

The attachment size limit is 64MB for any type of attachment.

The types of media messages WhatsApp Business supports are tabulated below:

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Note:

Clearing the chat or deleting messages from inside WhatsApp will not affect the logs in your Kaleyra account in any way. You can always access the portal to view detailed information of your messages through the log files.