Mogli leverages the WhatsApp Business API to support our WhatsApp clients. End recipients receive the WhatsApp message in their consumer WhatsApp app, while an SMS/MMS message is received in their phone’s native messaging app.
Sending WhatsApp messages with Mogli is very similar to sending SMS/MMS. End users can navigate to the Mogli Conversation View on an object record or the Bulk SMS Lightning Console to send WhatsApp messages.
The key difference is the initiation of conversation: Whereas you can send freeform messages immediately with SMS, you must first send pre-approved templates to engage WhatsApp recipients. Once a recipient replies, a 24-hour session begins in which you can send freeform WhatsApp messages. This freeform session ends 24 hours after their last inbound reply, and can only be reopened when you receive another inbound reply. To re-engage the recipient after the 24-hour window closes, you must use a pre-approved template.
Feature | SMS/MMS | WhatsApp (via Mogli) |
Initial Contact | Send freeform messages to any recipient | Must send a pre-approved template to initiate contact with recipients who haven’t messaged you recently. |
Freeform Messaging | Always Available | Only available once the recipient replies which starts a 24-hour session. |
Session Rules | N/A | The freeform session ends 24 hours after recipients last reply. To re-engage you must send another pre-approved template. |