Send a WhatsApp template from a conversation (reopen the 24-hour window)

WhatsApp only allows free-form text within 24 hours of the customer's last message. Once that window closes, the conversation can only be reopened by sending a template (HSM) previously approved by Meta.

How to tell the window is closed

When the 24h window expires, the Inbox shows an amber notice above the composer: "WhatsApp 24h window closed", along with the elapsed time and a Send template button.

Steps

1. Open the conversation with the closed window.
2. Click Send template in the amber notice (or open the template picker from the composer's own icon).
3. Choose the approved template that fits (e.g. a reminder or follow-up).
4. Fill in any variables the template asks for (name, amount, date, etc.), and if it has a media header, upload or pick the image/document.
5. Click Send template. Once the customer replies, the 24h window reopens and you can go back to free-form text.

Example

A customer stopped replying 3 days ago. The agent finds the "order_followup" template in the picker, fills variable {{1}} with the order number, and sends it. The customer receives it even with the window closed, and replying reopens the conversation for free text.

Tips

• If the list is empty, the channel doesn't have any approved templates yet — you'll need to create some and wait for Meta's approval.
• Templates with dynamic buttons or carousels ask for extra data before the send button unlocks.

Troubleshooting

If sending fails saying the channel is missing credentials, check Settings → Channels → WhatsApp.