Channels
The 24 hour window: why WhatsApp needs a template
When you can type your own words on WhatsApp and when you need a template.
WhatsApp gives you a 24 hour window. It decides what you are allowed to send.
Inside the window
When a customer writes to you, the clock starts. For the next 24 hours, you can reply with any message you like.
After 24 hours
The window closes. The chat is still there, but you cannot send your own words. You start with a template instead. A template is a message WhatsApp has already approved.
Send a template
- 1Open Conversations and pick a chat.
- 2At the bottom, the channel button shows WhatsApp.
- 3Once WhatsApp is connected, the template button sits in the row of icons under the message box. Click it.
- 4Choose a template from the list, like a follow up on their enquiry.
- 5Check the words, then press Send.
When the customer replies, a new 24 hour window opens.
Check it worked
- Your template shows in the chat.
- The customer's reply opens a new window.
What next
See WhatsApp templates to learn how templates are made and approved.
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