> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Messaging Rules

> WhatsApp platform rules — the 24-hour reply window, template messages, and CSAT for WhatsApp conversations.

<Tip>
  For setup steps, see [Create WhatsApp Agent](/whatsapp/connect-whatsapp). For routing and reply format, see [WhatsApp Flow](/whatsapp/messaging-rules).
</Tip>

## 24-Hour Reply Window

WhatsApp enforces a <Tooltip tip="WhatsApp only allows free-form messages within 24 hours of the customer's last message. After that, only approved templates can be sent.">**24-hour reply window**</Tooltip>. 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 <Tooltip tip="Pre-approved message formats registered with WhatsApp for proactive outreach, follow-ups, or messaging outside the reply window.">template messages</Tooltip>** can be sent.

| Situation                                    | What you can send                                               |
| -------------------------------------------- | --------------------------------------------------------------- |
| **Within 24 hours** of last customer message | Any message — text, media, quick replies, list menus, CTA links |
| **After 24 hours**                           | Only **approved template messages**                             |

<Info>
  The dashboard shows the **reply window deadline** per contact so your team knows when free-form messaging expires.
</Info>

## 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.

<Info>
  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.
</Info>

### Viewing Templates

View your approved templates under **[Channels → WhatsApp](https://platform.open.cx/channels/whatsapp)** — click **View templates** next to any registered number.

### Sending Templates

<Tabs>
  <Tab title="From the dashboard">
    <Steps>
      <Step title="Open The Conversation">
        Open the conversation in the [inbox](https://platform.open.cx/inbox).
      </Step>

      <Step title="Choose Send Template">
        If the free-form reply window has expired, choose **Send template**.
      </Step>

      <Step title="Pick And Send">
        Pick an approved template for the connected number, fill in the required parameters, and send.
      </Step>
    </Steps>

    Need to check available templates first? Go to **[Channels → WhatsApp](https://platform.open.cx/channels/whatsapp)** and click **View templates** next to the number. If sending still fails, see [Troubleshooting](/whatsapp/troubleshooting).
  </Tab>

  <Tab title="Via API">
    Use the [Send Template API](/api-reference/whatsapp/send-template) to send templates programmatically. Requires the <Tooltip tip="An API permission scope required to send WhatsApp messages and templates programmatically.">whatsapp:write</Tooltip> scope.

    **Required fields:** <Tooltip tip="The unique identifier of a pre-approved WhatsApp template message.">`template_id`</Tooltip>, <Tooltip tip="The ID of the WhatsApp business number used to send the template.">`phone_number_id`</Tooltip>, <Tooltip tip="Parameter values that fill the placeholders in a WhatsApp template message.">`variables`</Tooltip> (parameter values), and <Tooltip tip="The recipient identifier — can be an id, email, or phone number.">`contact`</Tooltip> (id, email, or phone).
  </Tab>
</Tabs>

## CSAT

WhatsApp has a dedicated <Tooltip tip="Customer Satisfaction — a post-conversation survey sent to measure how satisfied the customer was with the support experience." cta="CSAT settings" href="https://platform.open.cx/settings/csat">CSAT</Tooltip> toggle. When enabled, satisfaction surveys are sent to customers after resolved conversations. Configure CSAT under **[Settings → CSAT](https://platform.open.cx/settings/csat)**.

<Note>
  WhatsApp CSAT currently sends the customer to a survey link. It is not a fully native in-thread WhatsApp form.
</Note>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Create WhatsApp Agent" icon="plug" href="/whatsapp/connect-whatsapp">
    OAuth, number registration, and AI toggle.
  </Card>

  <Card title="WhatsApp Flow" icon="route" href="/whatsapp/messaging-rules">
    Session matching, reply format, and outbound behavior.
  </Card>

  <Card title="WhatsApp API" icon="code" href="/api-reference/whatsapp/send-template">
    Send template messages programmatically.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/whatsapp/troubleshooting">
    Missing replies, delivery failures, and error logs.
  </Card>
</CardGroup>