Messaging Guidelines
Triochat empowers businesses to connect with customers efficiently using WhatsApp as a communication channel. To ensure smooth and effective messaging, we provide clear guidelines on messaging limits and quality ratings—helping you maintain high engagement and compliance.
Message Types and Limits
Session Messages
For ongoing conversations initiated by the customer, Triochat allows businesses to respond without any hard messaging limits. You are free to engage with the customer as many times as needed, provided you stay within the 24-hour window that begins from the customer's last message. This ensures a smooth and interactive communication experience while aligning with WhatsApp's session-based messaging policy.
Template Messages
For proactive outreach such as sending notifications, updates, reminders, or promotional content, Triochat operates in full compliance with WhatsApp's official template messaging guidelines. These messages must use pre-approved templates and can only be sent outside of an active customer session (i.e., when the 24-hour window has expired). The number of template messages you can send depends on WhatsApp's messaging limits, which scale based on your business's quality rating and past messaging history.
Bulk Messaging
Triochat supports high-volume message distribution for marketing campaigns or mass notifications. However, all bulk messaging activities must strictly adhere to WhatsApp's guidelines and policies. This includes obtaining clear consent from recipients before sending any messages, ensuring relevance and compliance with privacy norms. Failure to comply may lead to message delivery restrictions or penalties as determined by WhatsApp.
Quality Ratings
Quality Ratings are a set of metrics and standards used by Triochat and WhatsApp to evaluate the effectiveness, compliance, and user satisfaction of business messages. These ratings help ensure that only relevant, non-spammy, and policy-compliant messages are sent, protecting both businesses and customers.
Key Components of Quality Ratings
Engagement Rates
- Description: Measures how often recipients open, read, and interact with your messages.
- Why It Matters: High engagement indicates valuable, relevant content.
Complaint Rates
- Description: Tracks the number of times recipients mark your messages as spam or report them.
- Why It Matters: High complaint rates can lead to account restrictions or lower messaging limits.
Policy Compliance
- Description: Ensures all messages follow WhatsApp's business messaging policies and local regulations.
- Why It Matters: Non-compliance can result in penalties, including suspension of messaging capabilities.
How Quality Ratings Work on Triochat
Maintaining high quality ratings ensures your business can continue to use Triochat and WhatsApp for effective customer communication. It builds trust with your audience and helps you avoid penalties or restrictions, enabling sustainable growth and engagement.
1. Automated Monitoring
Triochat employs an automated system that continuously tracks message interactions and recipient feedback. Every message you send is analyzed for engagement levels, delivery success, user response rates, and any negative feedback such as complaints or message blocks. This constant monitoring ensures that businesses can maintain a high standard of communication quality. Real-time analytics are available through Triochat's built-in dashboard, providing clear insights into performance trends. By staying informed about how recipients are responding to your messages, you can proactively adjust your approach and avoid potential issues.
2. Impact on Messaging Limits
Your quality rating plays a crucial role in determining how many messages you can send through Triochat. A high-quality rating enables you to maintain or increase your daily messaging limits, allowing you to reach more customers effectively. Conversely, a declining quality rating—caused by high complaint rates, poor engagement, or sending messages without proper consent—may result in reduced messaging limits or even temporary account suspensions as enforced by WhatsApp policies. Therefore, maintaining a strong quality score is essential for businesses that rely on consistent outreach and campaign scalability.
3. Feedback Loop
To support continuous improvement, Triochat provides a built-in feedback loop. The system not only tracks your performance but also generates actionable insights and personalized recommendations based on your current quality metrics. These suggestions help you refine your messaging strategy—whether by adjusting message timing, improving content relevance, or better segmenting your audience. By following these recommendations, businesses can enhance message effectiveness, improve customer satisfaction, and safeguard their ability to send high-volume messages over time.