You need to follow the below guidelines when initiating conversations with your customers via the WhatsApp channel.
When initiating a conversation with customers via WhatsApp, you have to use a WhatsApp . This starts the conversation, but the customer needs to respond to the message template to give consent for the interaction and open the conversation window.
Once the conversation window is open, your business can freely communicate with the customer using free text messages (i.e., not a template) for a period of 24 hours.
Business-initiated conversations via template messages can be used for:
Time-sensitive notifications, e.g., flight status changes
Shipping order or delivery status updates
Two-factor authentication codes
Payment updates
And many more
When customers initiate conversations with your WhatsApp Business account, a message template is not required. The fact that the customer initiated the conversation automatically provides consent for interaction between them and your business.
