Send templates, files, and internal notes

Besides plain replies, the message box in a conversation lets you send approved WhatsApp templates, attach files, and write internal notes for your team.

Send a template after the 24-hour window

WhatsApp only allows free-form messages within 24 hours of the customer’s last message. After that, the conversation is marked Reply window closed (and appears under the Locked chip), and the message box is replaced with a notice.

1. Open the conversation and click Send a template.
2. Pick an approved template from the list.
3. Fill in any variables the template asks for, such as the customer’s name, and check the preview.
4. Send it.

When the customer replies, the 24-hour window opens again and you can chat normally.

TODOScreenshot coming soonConversation with the 24h window closed: notice text and the Send a template button, template picker open

Note

• Only templates that Meta has approved can be sent. You create and manage templates on the Marketing page.
• Sending a template does not reopen the window by itself, and it does not pause your agent. The window reopens when the customer writes back.
• The chat widget, your chat page, and Telegram have no 24-hour window, so you never need a template there.

Attach a file

On a WhatsApp conversation, click Attach file (the paperclip) in the message box, choose the file, add a message if you like, and send.

• One file per message, up to 5 MB.
• Images (JPEG or PNG), PDF, Office documents, and plain-text files are supported. Audio and video are not.
• Attachments work on WhatsApp conversations only.

Write an internal note

Internal notes are for your team. The customer never sees them.

1. Under the message box, choose Internal Note.
2. Type your note, for example “Customer prefers a call after 5 PM” or “Refund approved by the manager”.
3. Send it. The note appears in the thread with a different style so your team can tell it apart from messages to the customer.

Your agent can see your notes as background when it picks the conversation up again, so a note like “Already offered a 10% discount” helps it stay consistent. Notes also work when the 24-hour window is closed.

Tip

Notes do not notify anyone. If a teammate needs to act, assign the conversation to them from Details > Handling.