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Getting Started

New to WhatsApp messaging? Start with our inbox guide to learn the basics of sending and receiving messages. Using the Inbox →

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Message Types

WhatsApp supports a rich set of message formats for different conversational needs:
  • Text - Plain text messages, up to 4,096 characters with optional URL previews.
  • Media - Images, videos, audio, and documents with optional captions.
  • Template - Meta-approved pre-formatted messages used outside the 24-hour window.
  • Interactive - Buttons, lists, and quick replies for structured user input.
  • Location - Geographic coordinates with optional name and address.
  • Contacts - Shareable contact cards (vCard).

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Messaging Features

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Unified Inbox

Manage all WhatsApp conversations from a single interface. View message history, customer information, and conversation context in one place. Learn more about the Inbox →

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Message Templates

Create and manage Meta-approved message templates for business-initiated conversations. Templates support variables, buttons, and multiple languages. Learn about Templates →

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Real-time Delivery Status

Track message delivery with real-time status updates:
  • Queued - Message queued for sending.
  • Sent - Delivered to WhatsApp servers.
  • Delivered - Received by customer’s device.
  • Read - Opened by customer.
  • Failed - Delivery failed (see error).

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Rich Media Support

Supported formats
  • Images: JPEG, PNG (max 5MB)
  • Videos: MP4, 3GP (max 16MB)
  • Audio: AAC, MP3, OGG (max 16MB)
  • Documents: PDF, DOC, XLS, etc. (max 100MB)
Features
  • Caption support for media
  • Automatic thumbnail generation
  • Media URL hosting
  • Preview in conversations

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24-Hour Messaging Window

WhatsApp enforces a 24-hour messaging window to ensure businesses only send relevant messages:

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Within 24 Hours

When a customer messages you, you have 24 hours to respond with any type of message:
  • Free-form text messages
  • Media and documents
  • Interactive messages
  • Multiple messages allowed
  • No templates required

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After 24 Hours

Once 24 hours pass, you can only send pre-approved templates:
  • Template messages only
  • Must be Meta-approved
  • Conversation charges apply
  • Starts new 24-hour window
  • No free-form messages

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How It Works

  1. Customer sends you a message → 24-hour window opens
  2. You can respond freely with any message type for 24 hours
  3. Each message from the customer resets the 24-hour timer
  4. After 24 hours of silence, only templates can be sent
  5. Sending a template opens a new 24-hour window

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Messaging Best Practices

  • Respond quickly - Aim to respond to customer messages within 5 minutes during business hours. Fast responses improve customer satisfaction and maintain high quality ratings.
  • Personalize messages - Use customer names and reference previous interactions. Personalized messages have higher engagement rates and reduce block/report incidents.
  • Keep messages concise - While you can send up to 4,096 characters, shorter messages (under 500 characters) are easier to read on mobile devices and get better response rates.
  • Use rich media wisely - Images and videos increase engagement but consume data. Optimize file sizes and only send media when it adds value to the conversation.
  • Avoid over-messaging - Don’t send multiple messages when one would suffice. Excessive messaging can lead to customer blocking and reduced quality ratings.
  • Respect opt-outs - Immediately stop messaging customers who opt out or request to stop receiving messages. Maintain an opt-out list and respect customer preferences.
  • Never send spam - Don’t send unsolicited promotional messages, chain messages, or content unrelated to your business. This violates WhatsApp policies and can result in number suspension.

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Explore Messaging Features