Summary
This article explains the difference between user-initiated chats and business-initiated campaigns, and why both are treated differently by WhatsApp.
What Are Chats?
Chats happen when:
- Customer sends the first message
- You reply within the 24-hour window
These are considered service conversations and do not require templates.
What Are Campaigns?
Campaigns happen when:
- The business sends the first message
- The customer has not messaged recently
These messages must use approved templates and follow WhatsApp policies.
Why This Difference Exists
WhatsApp controls:
- Who can send the first message
- What type of message can be sent
This helps prevent spam and protects the user experience.
How This Affects Your Strategy
Use:
- Chats for ongoing support and sales
- Campaigns for updates, reminders, and marketing
Using both correctly gives the best results.
