Sending Templates

WhatsApp Templates allow you to message customers both before and after the 24-hour messaging window.

Templates are required after the 24-hour window expires, but they can also be used within the 24-hour window for structured or predefined communication.

When Should You Send a Template?

Templates can be sent in two scenarios:

✅ After the 24-Hour Window (Required)

• Direct chat replies are disabled
• Templates are the only allowed way to message the customer
• Used to re-engage inactive conversations

✅ Before the 24-Hour Window (Optional)

• Normal chat replies are still available
• Templates can be used for:
  • Structured messages
  • Consistent responses
  • Business updates or notifications

How to Send a Template

Templates are sent directly from an Inbox conversation.

Step-by-Step: Sending a Template

1. Open the customer conversation in the Inbox
2. Click the Send Template option in the chat window
3. Select an approved template
4. Review the template content
5. Click Send

The template message is delivered immediately to the customer.

Sending Templates After the 24-Hour Window

When the 24-hour window has expired:

• The normal message input is disabled
• You will see an option to Send Template
• Only approved WhatsApp templates can be sent

Once the customer replies:

• A new 24-hour window starts automatically
• Normal chat replies and flows become available again

Sending Templates Within the 24-Hour Window

Even when the 24-hour window is active, you can still send templates.

Use templates within the window when:

• You want consistent messaging
• You are sending structured updates
• You prefer predefined content

Both manual replies and templates can coexist in the same conversation.

Templates vs Manual Messages

Role-Based Access

Business Admin

• Can send templates
• Can manage and create templates

Manager

• Can send approved templates

Agent

• Can send approved templates
• Cannot create or edit templates

Best Practices

• Use templates only when necessary
• Keep template content clear and relevant
• Avoid overusing templates within the 24-hour window
• Monitor customer replies to reopen conversations quickly
• Ensure templates are approved before relying on them

Common Scenarios

• Following up after customer inactivity
• Sending reminders or updates
• Reopening a closed or inactive conversation
• Maintaining compliance with WhatsApp policies

What’s Next?

Learn how templates are created and approved in Templates, or explore Flows to automate conversations inside the Inbox.