WhatsApp only permits freeform text when you are responding within 24 hours of a customer reaching out to you. Free-form messages (i.e. any non-messages templates) are responses to user-initiated messages, which can be any type of message within the 24-hour response window.  

 
Whereas a template message (also known as a Highly Structured Message or HSM) can be used to initiate a conversation as a business with an end-user for the first time or after a period of 24 hours since the last interaction. These templates need to be approved by WhatsApp before they can be used in initiating a conversation.  

In Sprinklr, you can create these templates and get them approved from WhatsApp. You can then send the HSM templates using any available publishing avenues in Sprinklr. 

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The advantage of free-form messages is that they do not need to be approved by WhatsApp and that they are completely free because you make use of the 24-hour response window. 

You can publish the following message types from Sprinklr: 

• List Picker Template

• Request Location Template

• Geo Location Template

• Contact Card Template

• Card Template

• Address Template

• HSM Template

  • Coupon Template