Send a template after the 24-hour window

WhatsApp lets businesses send free-form messages only within 24 hours of the customer’s last message. After that, you can only message them with a template WhatsApp has approved.

Know when the window has closed

When the window closes, the reply box disappears and a red notice appears below the conversation: The 24-hour WhatsApp service window has ended. An approved template is required to contact this customer. The Send a template button appears under it.

Send the template

1. Click Send a template below the conversation.

2. The Choose an approved template list shows your store’s approved WhatsApp templates. Choose the right one. Each template usually has an Arabic version ending in _ar and an English version ending in _en, so pick the customer’s language.

3. Under Fill in the message details, fill in the values the template asks for, such as the customer’s name or the order number.

4. If the template includes an image, add it under Header image.

5. Click Send template. You see Template sent, and the template appears in the conversation.

To pick a different template, click Back to templates. To leave without sending, click Cancel.

What happens after you send it

• As soon as the customer replies to the template, the 24-hour window opens again and the reply box comes back, so you can write freely.
• Sending a template doesn’t pause the assistant. If the badge shows AI active, the assistant answers the customer’s reply.

If you don't see any templates

If you see No approved templates yet. Approved WhatsApp templates appear here., create a template from the Campaigns tab and wait for it to be approved. See Create a marketing template and submit it for review. Your store notification templates also appear here once approved.

Caution

WhatsApp charges your WhatsApp Business account for every template sent, through the payment method on your Meta account. Use templates only when you need them.