Select a Template and Send a One-to-One WhatsApp Message

Select a Template and Send a One-to-One WhatsApp Message

Introduction

Sending a one-to-one WhatsApp message using a template allows you to communicate with customers in a personalized and efficient way. By selecting a pre-approved template, you can ensure your message follows WhatsApp guidelines while maintaining consistency in your communication.

This feature enables you to choose a template, customize it with relevant details, and send it directly to an individual customer. It is especially useful for targeted interactions such as follow-ups, reminders, or personalized updates, helping you deliver timely and professional communication.


There are two ways to send one-to-one WhatsApp messages to customers:

  1. Start a new conversation with a specific customer
  2. Send a message to the expired chat

Info
Note: Before sending a one-to-one WhatsApp message, ensure that the WhatsApp template has been created. To learn more, click here.

Start a new conversation with a specific customer

Here are the steps to start a new conversation with a specific customer:



Step 2: Click on the Chat icon to initiate the chat.




Step 3: A pop-up will appear where you can search for specific customers by name, email, or phone number.



Step 4: The second pop-up will appear. Now, select the specific template that you would like to send to the customer.
Notes
Note:
  1. You can send up to 4 test messages for marketing templates per account, beyond that, Meta may limit or stop additional WhatsApp test messages due to capping.

  2. The limit of up to 4 test messages is counted across all sources—Workflows, Campaigns, test WhatsApp messages, and Broadcasts. If more than 4 marketing template messages are sent across these sources, Meta may restrict or block further message sending.



Step 5: Add the placeholder data, which will replace the shortcode with the actual text in the message, and click on the Send button.
Idea
Note: You can also change the pre-filled data as per your needs.



Now, you will be able to see WhatsApp messages send to the customers





Idea
Note:
  1. You won’t be able to send messages without template approval unless the customer has replied.
  2. Once the customer replies, you will see a 24-hour session timer, after which it will expire.
  3. Sometimes, after sending the first template or message, if the customer does not reply, subsequent WhatsApp messages will not be sent until the customer responds.


Important Notes

  • Ensure that the WhatsApp template is created and approved before sending one-to-one messages.
  • You can send up to 4 test messages for marketing templates per account, counted across Workflows, Campaigns, Broadcasts, and test sends.
  • If the limit is exceeded, Meta may restrict or block further messages temporarily.
  • Always enter the phone number with the country code (without the + sign).
  • Make sure to fill in all placeholder/shortcode values correctly before sending the message.
  • If the customer has not replied, you cannot send free-form messages without using an approved template.
  • Once the customer replies, a 24-hour session window starts, during which you can send messages without template restrictions.
  • If the customer does not respond to the first message, subsequent messages may not be delivered until they reply.
  • Avoid sending test or one-to-one messages to actual customers unless necessary; use internal numbers for testing.
  • Always review the message content and personalization to ensure a clear and professional customer experience.

Next ⏭️




    • Related Articles

    • Edit Saved WhatsApp Template

      Introduction Editing a saved WhatsApp template allows you to update message content, refine wording, or adjust variables to better suit your communication needs. This helps ensure your templates stay relevant, accurate, and aligned with your current ...

    • Add Additional Countries for WhatsApp Message Delivery

      Introduction The Add Additional Countries for WhatsApp Message Delivery setting allows you to expand the regions where you can send WhatsApp messages to your customers. By default, WhatsApp messages can be sent to customers whose phone numbers belong ...

    • Create a custom WhatsApp template

      Introduction Custom WhatsApp templates allow businesses to send pre-approved, structured messages to customers for notifications, reminders, marketing campaigns, and transactional updates. These templates help ensure consistent communication, improve ...

    • Test a WhatsApp Message Before Sending

      Introduction Testing your WhatsApp message before sending it to customers helps ensure that everything appears and functions as expected. It allows you to review the message content, formatting, personalization, and links, reducing the chances of ...

    • Check WhatsApp marketing campaign report

      Introduction Tracking the performance of your WhatsApp marketing campaigns is essential to understanding customer engagement and optimizing your messaging strategy. The WhatsApp Marketing Campaign Report provides detailed insights into how your ...