Whenever a customer initiates a conversation with your business, a 24-hour customer service window opens, in which you can send replies. Outside this window, there are 2 types of messages you can send with WhatsApp Business.
- Highly Structured Messages (HSM): When you want to initiate a conversation with your customer or re-engage with him after the customer service window has closed, you can send a pre-approved Business specific template. Such an HSM uses numbered placeholders for each variable in the message, so each conversation can be personalized and relevant. Because of locale editing, each message can be sent in the language your customer is using.
- CM.com default template message: Also, you can select any of the template messages we’ve already pre-approved for you.