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After 24 hours: send a WhatsApp message with a template

Last updated: 26 September 2026 · 5 min read

Under the WhatsApp Business (Cloud API) rules, if the customer last wrote more than 24 hours ago, you can only write to them with a template Meta has approved. In such a conversation the reply box says “You can only reply using a template message due to 24-hour message window restriction”. A WhatsApp QR number does not have this rule.

Steps

  1. 1

    Click the templates button

    In the conversation, click the “Whatsapp Templates” button among the tools below the reply box.

  2. 2

    Choose a template

    In the “Whatsapp Templates” window, find the template you need with the “Search Templates” field and select it. If the list is empty, click “Refresh templates”: templates arrive from Meta in a few minutes.

  3. 3

    Fill in the variables

    If the template has placeholders like {{1}}, enter their values in the “Variables” part. All of them must be filled in.

  4. 4

    Send

    Click “Send Message”. As soon as the customer replies, the 24-hour window opens again and you can write normal messages.

  5. 5

    If you need a new template

    Templates are created and approved in Meta's WhatsApp Manager. After approval, click “Sync Templates” on the channel's “Configuration” tab.