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For setup steps, see Create WhatsApp Agent. For routing and reply format, see WhatsApp Flow.

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24-Hour Reply Window

WhatsApp enforces a . Free-form messages (text, media, interactive) can only be sent within 24 hours of the customer’s last message. After the window closes, only approved can be sent.
SituationWhat you can send
Within 24 hours of last customer messageAny message — text, media, quick replies, list menus, CTA links
After 24 hoursOnly approved template messages
The dashboard shows the reply window deadline per contact so your team knows when free-form messaging expires.

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Template Messages

Templates are pre-approved message formats registered with WhatsApp. Use them for proactive outreach, follow-ups, or any messaging outside the reply window.
A template being approved does not guarantee delivery. Meta can still restrict sends based on template category, account health, or recipient-level messaging limits. If a notification is operational in nature, prefer the appropriate utility-style template.

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Viewing Templates

View your approved templates under Channels → WhatsApp — click View templates next to any registered number.

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Sending Templates

1

Open The Conversation

Open the conversation in the inbox.
2

Choose Send Template

If the free-form reply window has expired, choose Send template.
3

Pick And Send

Pick an approved template for the connected number, fill in the required parameters, and send.
Need to check available templates first? Go to Channels → WhatsApp and click View templates next to the number. If sending still fails, see Troubleshooting.

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CSAT

WhatsApp has a dedicated toggle. When enabled, satisfaction surveys are sent to customers after resolved conversations. Configure CSAT under Settings → CSAT.
WhatsApp CSAT currently sends the customer to a survey link. It is not a fully native in-thread WhatsApp form.

Create WhatsApp Agent

OAuth, number registration, and AI toggle.

WhatsApp Flow

Session matching, reply format, and outbound behavior.

WhatsApp API

Send template messages programmatically.

Troubleshooting

Missing replies, delivery failures, and error logs.