PrativaniWhatsApp's 24-hour reply window
Why you can reply freely for 24 hours after a customer's message, and what to send after that.
WhatsApp lets businesses send normal messages only within 24 hours of the customer’s last message. This is Meta’s rule, and it applies to every WhatsApp business.
How it works
Section titled “How it works”- Each new message from the customer opens the window again for 24 hours.
- The window belongs to one of your numbers. A customer who wrote to your sales number hasn’t opened a window on your support number.
- If a customer has never written to you, there is no window. You can only send a template.
In the inbox, the reply box counts down the last six hours: “Window closes in 2h 15m”. When the window closes, it says so and offers Send template.
After the window closes
Section titled “After the window closes”Send a template: a message Meta has approved in advance. When the customer replies, the window opens again and you can write freely.
- To send one from a conversation, see Send a WhatsApp template from a conversation.
- To create templates, see Create WhatsApp templates and get them approved.
Facebook Messenger and Instagram
Section titled “Facebook Messenger and Instagram”Messenger and Instagram have the same 24-hour window, but no templates. Once the window closes, you can reply only after the customer writes again.