---
title: "WhatsApp for Customer Support: Templates, Sessions, and Best Practices"
language: en
page: blog/whatsapp-customer-support-templates-sessions-best-practices
url: "https://spoki.com/en/blog/whatsapp-customer-support-templates-sessions-best-practices"
generatedAt: "2026-03-19T04:01:36.015Z"
category: blog
author: Spoki
publishedAt: "2026-02-12T09:41:06"
version: 1.0.0
---

# WhatsApp for Customer Support: Templates, Sessions, and Best Practices

**Author:** Spoki | **Published:** 2/12/2026

*Use WhatsApp for customer support with the WhatsApp Business API and Spoki. Templates, 24-hour session, opt-in, and best practices for compliant support messaging.*

---

**WhatsApp** is a powerful channel for **customer support**: many customers already use it, and replies can be fast and personal. With the **WhatsApp Business API** and **Spoki**, you manage **templates**, the **24-hour session**, and **opt-in** so your **support** messaging stays compliant and scalable.

This guide covers **WhatsApp for customer support**: when to use **templates** vs **session** messages, **opt-in**, and **best practices**. You will find links to [registration](https://spoki.io/registration), [pricing](https://spoki.io/pricing), [support](https://spoki.io/support), [book](https://spoki.io/book), and the [ROI calculator](https://spoki.io/roi-calculator).

## Why Use WhatsApp for Customer Support?

**WhatsApp** has high open rates and is on most customers’ phones. For **support**, it can:

- **Speed up replies:** Customers send a **WhatsApp** message; your team or **chatbot** receives it via **Spoki**’s **webhook** and replies within the **24-hour session** using **session** messages. No **template** is needed for each reply. **Spoki** keeps **session** and **template** logic clear. See [registration](https://spoki.io/registration) and [support](https://spoki.io/support).

- **Keep the thread in one place:** **Support** conversations stay in **WhatsApp** so customers and agents see the full history. **Spoki** delivers **inbound** messages to your **CRM** or **helpdesk** so agents can reply from one tool. Use [pricing](https://spoki.io/pricing) and [book](https://spoki.io/book) to plan **support** volume.

- **Scale with templates when needed:** When the **session** has expired (**24h** with no message from the customer), the next outbound message must be an **approved template**. **Spoki** helps you send **templates** (e.g. “Hi {{1}}, we’re here to help. Reply with your question.”) so you can re-open the **conversation** and continue **support**. The [ROI calculator](https://spoki.io/roi-calculator) helps estimate **support** volume and cost.

**Important:** Only message customers who have given **opt-in** for **WhatsApp**. **Spoki** helps you store **opt-in** and respect **opt-out** so **support** stays compliant.

## Templates vs Session Messages for Support

**Use a template when:**

- You send the **first** message to the customer (e.g. “We’ve received your request. Our team will reply shortly. Reply here with any update.”).

- The **24-hour session** has **expired** (no message from the customer in the last **24 hours**). You need an **approved template** to message them again (e.g. follow-up, “Is your issue resolved?”).

**Use session messages when:**

- The customer has sent you a message in the last **24 hours**. You can reply with free-form text, **images**, or **buttons** (within **API** limits). No **template** needed for each reply.

**Spoki** helps you choose the right type: when you send via **Spoki**, it uses **templates** when required and **session** messages when allowed. See [support](https://spoki.io/support) and [book](https://spoki.io/book) for **template** and **session** design.

## Opt-In and Consent for Support

**Support** messages must only go to customers who have agreed to receive **WhatsApp** messages. **Best practices:**

- **Collect opt-in when they contact you:** When a customer asks for **support** (e.g. on your site, email, or **Facebook**), offer **WhatsApp** as an option and ask: “Can we continue this conversation via **WhatsApp**?” Record **opt-in** in your **CRM** or **Spoki** before sending the first **template**. See [registration](https://spoki.io/registration) and [support](https://spoki.io/support).

- **Scope:** Tell them they will receive **support** replies and updates via **WhatsApp**. Do not use the same **opt-in** for **marketing** unless they have agreed. **Spoki** helps you segment so **support** and **campaigns** stay separate.

- **Opt-out:** In **support** messages (or at least in the first of a thread), remind users they can reply **STOP** to unsubscribe. **Spoki** processes **opt-out** so your **support** list stays compliant. Use [book](https://spoki.io/book) for **opt-out** flows.

## Integrating Support with Spoki and Your Helpdesk

**Spoki** provides an **API** and **webhooks**. Your **helpdesk** or **CRM** can:

- **Receive support messages:** Configure a **webhook** in **Spoki**. When a customer sends a **WhatsApp** message, **Spoki** posts it to your **webhook**. Your **helpdesk** creates or updates a ticket and assigns an agent. See [registration](https://spoki.io/registration) and [support](https://spoki.io/support).

- **Send replies:** Agents reply from the **helpdesk**; your **app** calls **Spoki** to send **session** messages (or **templates** if the **session** has expired). **Spoki** handles delivery and **24-hour** rules so **support** does not break the **API**.

- **Keep history in one place:** **Spoki** and your **helpdesk** keep the **WhatsApp** thread in sync so agents see the full **conversation**. After **24h**, the next message must be a **template**; **Spoki** keeps this clear. Use the [ROI calculator](https://spoki.io/roi-calculator) to plan **support** volume.

## Best Practices: Response Time, Escalation, Closure

**Response time:** Reply within the **24-hour** window so you can use **session** messages. If you wait too long, the **session** expires and you will need a **template** for the next message. **Spoki** helps you track **session** status so **support** teams prioritise **WhatsApp** threads. See [pricing](https://spoki.io/pricing) and [support](https://spoki.io/support).

**Escalation:** When an issue needs a human, route the **conversation** to an agent. Your **helpdesk** can show the full **WhatsApp** thread so the agent has context. **Spoki** delivers **inbound** messages to your **webhook** so **support** tools stay in sync.

**Closure:** When the issue is resolved, you can send a final **session** message (e.g. “Is there anything else?”). If the customer does not reply, the **session** ends after **24h**. For follow-up (e.g. “How was your experience?”), use an **approved template** if the **session** has expired. **Spoki** and [book](https://spoki.io/book) can help with **template** ideas for **support** closure.

## Pitfalls to Avoid

- **Sending without opt-in:** Never send **support** messages to customers who have not agreed to **WhatsApp**. **Spoki** helps you store and check **opt-in** so **support** stays compliant.

- **Using free-form for the first message or after 24h:** The **API** requires **approved templates** in those cases. Use **Spoki** to send a **support** **template** (e.g. “Hi {{1}}, we’re here to help. Reply with your question.”); then use **session** messages for the rest of the **conversation**.

- **Ignoring the 24-hour window:** Reply to **support** messages within **24 hours** so you can keep using **session** messages. After **24h**, use an **approved template** to re-open. **Spoki** keeps **session** and **template** logic clear so your **support** flow does not break the rules. See [registration](https://spoki.io/registration) and [support](https://spoki.io/support).

## Conclusion

**WhatsApp** for **customer support** works when you use **approved templates** for the first message and after the **session** expires, **session** messages for replies within **24 hours**, and **opt-in** for every contact. **Spoki** works with the **WhatsApp Business API** so you manage **templates**, **webhooks**, and consent in one place.

Ready to use **WhatsApp** for **support**? Visit [Spoki](https://spoki.io) for the **WhatsApp Business API**, [registration](https://spoki.io/registration), and [pricing](https://spoki.io/pricing). Use [support](https://spoki.io/support) and [book](https://spoki.io/book) for **support** and **helpdesk** integration, and the [ROI calculator](https://spoki.io/roi-calculator) to plan volume.
### Categories

- Blog-en

---

## About Spoki

Use Spoki's simple, fast and intuitive platform to drive conversions, automate tasks and grow your business.

### Solutions

- Marketing
- Sales
- Customer Care
- Developers

### Special Programs

- Agencies
- Affiliation
- Reseller
- Start up

### Quick Links

- [Features](https://spoki.com/en/features)
- [Pricing](https://spoki.com/en/pricing)
- [About](https://spoki.com/en/about)
- [FAQ](https://spoki.com/en/faq)
- [Blog](https://spoki.com/en/blog)
- [Case Studies](https://spoki.com/en/case-studies)
- [Integrations](https://spoki.com/en/integrations)

© 2026 Spoki. All rights reserved.
