With using the WhatsApp Business integration, you have three actions you can use to send different types of messages:
- Send Template Message
- Send Media Message
- Send Freeform Messages
Critical constraint: 24-hour customer service window
Whenever a WhatsApp user messages you, a 24-hour timer called the customer service window (CSW) starts. The window closes exactly 24 hours after the recipient’s last message to you.
The type of message you can send depends on whether this window is currently open or closed.
When a window is open between you and a user, you can send any type of message to the user. If a window is closed, you can only send template messages to the user.
| Action name | Content type | Usable inside 24-hour CSW | Usable outside 24-hour CSW |
| Send Template Message | Pre-approved template | Yes | Yes |
| Send Media Message | Media + caption | Yes | No |
| Send Freeform Message | Text + URL (including URL preview) | Yes | No |
Off-window messages (proactive)
The Send Template Message action can be used at any time, and is not limited to the 24-hour CSW. However, content is restricted to your own pre-approved message templates in WhatsApp Business.
Creating your own templates
Zapier recommends you use named variables in your templates vs numbered (positional) variables. This will make it clearer how to map fields when creating your templated messages.
Learn more about:
In-window message options (reactive)
The WhatsApp Business integration offers three messaging actions in total. However, only two of them are unique to and restricted by the 24-hour CSW.
The 24-hour CSW opens immediately after a recipient replies to you, and it grants you access to send these two custom, non-template message types:
- Send Media Message
- Send Freeform Message
Send Media Message
You can send rich media including images, videos or documents. Along with an optional text caption.
Send Freeform Message
You can send custom freeform text. You can also include a URL in your message, with the option to display an image view for a richer experience.