All terms

WhatsApp template message

A WhatsApp template message is built from a template the business submitted to Meta and Meta approved; it is the only kind of message a business can send a guest outside the 24-hour customer service window.

How templates work

Meta reviews a template when it is created and again when it is edited, and it can be sent only once its status is approved. Every template belongs to one of three categories: marketing, utility or authentication. A booking confirmation or a check-in reminder is the kind of message the utility category exists for; an offer for a spa weekend is marketing.

How a hotel uses them

A template is fixed text with placeholders for the guest’s name, the dates or a link, so it reads as a notice, not a conversation. Keep templates for what must arrive when the guest has not written, and let the conversation carry the rest.

Where Wizorks fits

Wizorks sends no template messages today. When a guest’s window has closed, nothing Wizorks starts goes out on WhatsApp until the guest writes again.

Sources

WhatsApp 24-hour window

The WhatsApp 24-hour window, which Meta calls the customer service window, opens when a guest messages or calls a business on WhatsApp and restarts each time they write again; while it is open the business may send any reply, and once it closes only an approved template message can be sent.

Pre-arrival message

A pre-arrival message is what a hotel sends a guest before check-in to prepare the stay: it confirms the arrival time, collects documents and offers what can be arranged in advance.

Sub-processor

A sub-processor is a company that a processor (a supplier handling personal data on a business’s behalf) engages to carry out part of that processing, such as hosting, sending messages or running an AI model.

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