Session Definitions
A User-Initiated Session, also known as an In-Session conversation, is initiated by a user sending a message. After the recipient replies to a message or if the user is the first party to send a message, messages are considered in session for the next 24 hours. In-session messages don't always require WhatsApp approval. See the WhatsApp Approval Requirements table for details. Additionally, using the Content API for Facebook Messenger is only available for User-Initiated Sessions.
A Business-Initiated Session, also known as an outbound or Out-of-Session conversation, is initiated by a company sending a message without the recipient first messaging them. By default, to send outbound messages to WhatsApp users, template approval by WhatsApp is required. This is done as a separate API request via the Content API. Business Initiated Sessions are only allowed on WhatsApp. Some content types aren't allowed to be outbound messages, such as list-picker and location.
| WhatsApp Session Type | ||
|---|---|---|
| Twilio Content Type | User Initiated: 24 hour customer service window (initiated by inbound message) | Business Initiated: Out of Session (initiated by a business - no inbound message) |
| twilio/text | ✅ Can reply to inbound messages | ⚠️ Template approval required to send outbound messages |
| twilio/media | ✅ Can reply to inbound messages | ⚠️ Template approval required to send outbound messages |
| twilio/location | ✅ Can reply to inbound messages | ❌ Not supported |
| twilio/call-to-action | ⚠️ Template approval may be required to reply to inbound messages based on buttons types present | ⚠️ Template approval required to send outbound messages |
| twilio/quick-reply | ✅ Can reply to inbound messages | ⚠️ Template approval required to send outbound messages |
| twilio/list-picker | ✅ Can reply to inbound messages | ❌ Not supported |
| twilio/card | ⚠️ Template approval may be required to reply to inbound messages based on buttons types present | ⚠️ Template approval required to send outbound messages |
| twilio/carousel | ⚠️ Template approval required to reply to inbound messages | ⚠️ Template Approval Required to send outbound messages |
| twilio/catalog | ✅ Can reply to inbound messages | ⚠️ Template Approval Required to send outbound messages |
| twilio/flows | ⚠️ Template approval required to reply to inbound messages | ⚠️ Template Approval Required to send outbound messages |
| whatsapp/card | ⚠️ Template approval may be required to reply to inbound messages based on buttons types present | ⚠️ Template approval required to send outbound messages |
| whatsapp/authentication | ⚠️ Template approval required to reply to inbound messages | ⚠️ Template approval required to send outbound messages |