WhatsApp Messaging
Send messages, manage conversations, and engage with customers through WhatsApp Business. Learn about message types, the 24-hour window, templates, and best practices.
Getting Started
New to WhatsApp messaging? Start with our inbox guide to learn the basics of sending and receiving messages.
Using the Inbox →Message Types
Text Messages
Send plain text messages up to 4,096 characters.
- •Markdown formatting
- •URLs with preview
- •Emoji support
Media Messages
Share images, videos, documents, and audio files.
- •Images (JPEG, PNG)
- •Videos (MP4)
- •Documents (PDF, DOC, etc.)
- •Audio (MP3, OGG)
Template Messages
Pre-approved message templates for notifications and marketing.
- •Meta-approved content
- •Variable placeholders
- •Multiple languages
- •Button actions
Interactive Messages
Messages with buttons, lists, and quick replies.
- •Reply buttons (up to 3)
- •List messages
- •Quick replies
- •Call-to-action buttons
Messaging Features
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 →Message Templates
Create and manage Meta-approved message templates for business-initiated conversations. Templates support variables, buttons, and multiple languages.
Learn about Templates →Real-time Delivery Status
Track message delivery with real-time status updates:
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
24-Hour Messaging Window
WhatsApp enforces a 24-hour messaging window to ensure businesses only send relevant messages:
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
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
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
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.