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Reply after the 24-hour window

Message a customer who last wrote more than 24 hours ago, by sending an approved template.

2 minutesAgents and team leadsUpdated

WhatsApp lets you send anything for 24 hours after the customer’s last message. After that, until they write again, only a template can reach them. The top of the chat says Template needed.

Before you start

Section titled “Before you start”

Send a template

Section titled “Send a template”
  1. Open the chat. Above the message box, a red bar says the 24-hour window has expired.
  2. In the red bar, click Send template.
  3. Choose the kind of template, Marketing or Utility, then the template.
  4. Fill in each blank in the message, like the customer’s name or an order number. The bottom of the window counts the blanks left.
  5. When it says Ready to send, click Send.
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Result

Section titled “Result”

The template is sent and appears in the chat. When the customer replies, the 24 hours start again and you can write freely.

If the list says No approved templates, ask an admin to create one.

Section titled “Related”