Create WhatsApp Messages

Learning Objectives

After completing this unit, you’ll be able to:

  • Use WhatsApp messaging templates.
  • Personalize your messages.

It Takes Two

You can send two types of messages through WhatsApp.

  • Template messages
  • Session messages

Template messages handle transactional actions, such as purchase notifications or booking reminders. Session messages handle responses to messages your customers send via WhatsApp. You can create several responses, including answering product questions, sending welcome messages, or other types of conversations.

Write It Up

Much like your WhatsApp channels, your WhatsApp message templates require approval before you can start sending messages. WhatsApp makes sure that templates contain only transactional information and not any promotional information. So let’s get started—we’ll help you save time along the way!

  1. In the sidebar navigation of the Sinch app in Marketing Cloud, click Message TemplatesCreating a new template in Sinch
  2. Click New Template.
  3. Select a registered account from the dropdown.
  4. Name your template.
  5. Select a Template Category from the dropdown.
  6. Select a language from the dropdown.
  7. Complete the Message Content section.
    1. Add an optional header.
    2. Complete the Message Body section.
    3. Add an optional footer.
    4. Add optional buttons.
  8. Click Submit Request.
  9. You can view the status of your submitted templates in the Message Templates screen.

After your template is approved, you can add personalized content to it. The information used for this personalized content comes from the audience attributes used in Journey Builder. But first, you need to include the personalization fields via Content Builder. Here’s how.

  1. In Content Builder, click Create.
  2. In the dropdown, select Chat Messaging, and then select WhatsApp Template Message.
  3. To see your approved templates, click Browse.Content Builder for WhatsApp messages
  4. Click the template you want to use, and click Select.
  5. Select the language you want to use, and click Next.
  6. Select the variables to use in your message. Complete the message body using AMPscript or personalization tags.
  7. To save your changes, click Save.


After approval, you can only add the variables to templates. You can’t edit the rest of the message.

Start a New Session

Any session messages you create are designed to reply to incoming messages, and it may take some time to wrap your head around all of the possible scenarios in which somebody might send a message. The good news is that you don’t need approval from WhatsApp to use these kinds of messages. To start out, create a message that includes your company’s contact and support details so that the user can contact you for more information. That way, any message that Marketing Cloud can’t process receives a response with information on how to ask for help. From there, you can create messages associated with specific keywords or conversations. For example, you can create a keyword for each sale or marketing effort.

  1. In the app switcher, hover over your name and click Setup.
  2. Search for WhatsApp using Quick Find.
  3. Next to the default message, click Edit.
  4. Complete the message body.
  5. Click Save.

Editing the default response for WhatsApp

When you create a journey with Inbound Chat keywords (that is, as a response to specific keywords sent by WhatsApp users), the system checks to see if the user message has one of those keywords. If not, the default message is sent. 

And just like templates, you can personalize session messages in Content Builder.

  1. In Content Builder, click Create.
  2. In the dropdown, select Chat Messaging, and then select WhatsApp Session Message.
  3. Select the Message Type from the dropdown.
  4. Complete the message body using AMPscript or personalization tags.
  5. To save your changes, click Save.


Keep your session messages simple. Offer support or product information based on keywords that you configure in Journey Builder.

Create all the messages you need. When you’re ready, move on to the next unit and learn how to send them.


Keep learning for
Sign up for an account to continue.
What’s in it for you?
  • Get personalized recommendations for your career goals
  • Practice your skills with hands-on challenges and quizzes
  • Track and share your progress with employers
  • Connect to mentorship and career opportunities