WhatsApp lets you send a free-form reply only within 24 hours of the customer's last message. After that, only an approved template is delivered, until the customer writes again. The composer tells you where you stand and lets you send a template from the conversation.

This applies to WhatsApp conversations only. Private notes aren't affected.

Watch the window

While the window is open, the composer shows a countdown such as "WhatsApp window closes in 2 h 15 min", or in minutes when under an hour. When it has closed, a banner reads "The customer last wrote more than 24 hours ago. WhatsApp only delivers an approved template until they write again." with a Choose a template button, and Send is blocked: "Outside WhatsApp's 24-hour window — send a template instead".

Once the 24 hours are up, the composer asks for an approved template instead of free text.

1. 1Window notice
2. 2Choose a template
3. 3Template button

If you send just as the window closes, the reply is refused. Your text comes back into the box and you're told "WhatsApp's 24-hour window has closed, so this reply was not sent."

A new message from the customer reopens the window.

Send a template

1. In a WhatsApp conversation, select Choose a template in the banner, or the template button in the composer.

2. Search the list. Only approved templates are shown, each with its category: Marketing, Utility or Authentication.

3. Select one. A preview shows What the customer reads.

4. Fill in the Body values, labelled Value 1, Value 2 and so on. You can insert a variable from the customer's details instead of typing.

5. Select Send template.

Use All templates to go back to the list.

When a template can't be sent from here

Some templates are listed but can't be sent from the Inbox yet, and say why:

• It needs an image, video or document header.
• Its header takes a value.
• A button takes a value.
• It uses named values.
• Authentication templates are sent by the system, not by agents.

Ask whoever manages templates for a variant that uses only body values. Templates are created and submitted for approval in Campaigns → Templates.

If the list is empty

• No WhatsApp line connected. Templates come from the WhatsApp Business account a line is connected to. The panel offers Open Connect if you can view channels, and otherwise says to ask an admin.
• No approved templates yet. Create one and submit it to Meta for approval. Approved ones appear here. Open Templates takes you there if you have access.
• The templates could not be loaded. Check your connection and select Try again.

Errors you might see

Message	Meaning
This template is no longer on the WhatsApp account.	It was removed. Pick another.
This template is not approved right now.	Its approval changed.
The template's values changed — go back and pick it again.	The number of values differs.
A variable here has no value for this customer.	Fill it in or remove it.
This conversation has no WhatsApp line to send from.	The line was removed.

Reply to a conversationThe rest of the composer.Attachments and voice notesFiles and recordings follow the same channel rules.