Replying after 24 hours on WhatsApp, Messenger and Instagram
Meta lets you reply freely for 24 hours after a customer’s last message. After that, what you can send depends on the channel. The reply box shows how long is left, such as 3 hours left to reply. Email and website chat have no limit.
Messenger and Instagram
After 24 hours, a person on your team can still reply for 7 days, as a Human Agent message. The reply box says Human Agent reply and until when. After 7 days, nothing can be sent until the customer writes again. Workflows only send within the 24 hours.
After 24 hours, or before a customer has written to you at all, WhatsApp only allows a template it has approved. The reply box switches to your templates, filled in for the customer where it can be. Pick one, fill in anything missing and send it. Within the 24 hours you can send one too, from WhatsApp templates in the reply box.
In Channels, select Templates and settings on your WhatsApp number’s card.
On the Templates tab, select Add them beside Suggested templates for three ready-made ones (We have an answer, Following up and An update), or New template to write your own.
WhatsApp reviews each one, usually within minutes. Check with WhatsApp brings their status up to date.
Meta charges for each template, on the card in your WhatsApp Manager. Without a card, templates can’t be sent.
Did this answer your question?