WhatsApp Templates and Sessions

Relate's WhatsApp Integration allows organizations to compliantly message on the WhatsApp network. It is important to note that Relate uses WhatsApp Business messaging, and not WhatsApp Personal messaging. WhatsApp Business messaging works with templated messages and time-limited sessions. To initiate a WhatsApp conversation on Relate, business users must use a pre-approved WhatsApp Template that can’t be modified. Once a templated message gets a response, a 24-hour messaging session opens, during which business users can send free-form (non-templated) messages to that contact. Each new message from the contact automatically extends this session by another 24 hours. However, if a session expires, business users are limited to sending just one templated message to the contact every 24 hours until that contact responds again. Importantly, if a contact messages the business user first without prompting, this also opens a 24-hour session for free-form messaging. WhatsApp Business maintains multiple active sessions with different contacts simultaneously.

Learn how to:

• Create WhatsApp Templates
• Send WhatsApp Messages on Yext Desktop
• Send WhatsApp Messages on the Yext Mobile Apps
• Onboard into Relate’s WhatsApp Integration

Compliance and Supervision

• WhatsApp follows each org’s existing archiving and alerting procedures.

• Only contacts who have already opted-in, and who have a preexisting WhatsApp personal or business account can be contacted on Relate’s WhatsApp Integration.

Known Limitations

• WhatsApp onboarding, account creation, and WhatsApp Template management can only be done on Yext Desktop.
• WhatsApp Templates can be rejected, paused, or disabled by WhatsApp for Terms of Service or Business Policy violations.
• WhatsApp features not supported:
• Voice calls
• Sending attachments, images, or contact cards