Understanding WhatsApp 24-hour Rule in Zendesk
What is the WhatsApp 24-hour rule in Zendesk?
The WhatsApp 24-hour rule is a time limit for responding to messages. Essentially, you have a 24-hour window to reply to a message from the time the end user sends it. If you miss this window, you can't reply until the user sends another message, reopening the window. Replies sent after 24 hours are added to the ticket but not delivered to the user. For more details, check theoriginal link.
More related questions
How can I bypass the WhatsApp 24-hour rule using template messages?
You can bypass the 24-hour rule by using WhatsApp template messages. These are pre-approved messages that can be sent to users who have already contacted your business. To set this up, ensure your phone number is connected to the WhatsApp Business…
How do I create and submit WhatsApp template messages?
To create and submit WhatsApp template messages, use the WhatsApp Business account UI. Ensure your phone number is connected to the WhatsApp Business API. When submitting a template with variables or media, provide a clear sample of the content….
What is shorthand syntax for sending WhatsApp template messages?
Shorthand syntax is a method to send WhatsApp template messages quickly. It allows you to bypass the 24-hour rule for users who have already contacted your business. However, it cannot be used for proactive messages to new users. For proactive…
How can I troubleshoot rejected WhatsApp templates?
If your WhatsApp template is rejected, click on the template to see the reason. You can edit the body, variable, or media of the message, or appeal the decision. If rejections persist, create a new template with different content and name.
How do I test WhatsApp template message macros?
To test macros, create a macro and paste the relevant syntax in the Rich content field. Insert your namespace, template, fallback text, and language. Test with variables, media, and buttons to ensure functionality before deploying.
Can I send outbound WhatsApp messages to users who haven't contacted me?
Yes, you can send outbound messages to users who haven't contacted you using the Sunshine Conversations API. This requires using the Notifications API feature, which allows you to start conversations proactively.
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