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.

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