Message a customer after 24 hours

Understand the WhatsApp 24-hour window and send a template when it is closed.

3 min

Before you start

1
Check the timer
Above the message box you see Reply window open and the hours left. Inside this window you can send anything.
Open this in Nuha Chat
2
When the window is closed
If the customer has not written for 24 hours, the box changes to Chat window is closed. WhatsApp only allows a template now.
Chat window is closed
Customer last wrote 3 days ago.
WhatsApp only lets you send a template now.
Send a template
Sketch of the Chat window is closed screen
3
Pick a template
Tap Send a template and choose one. Each shows if it is a Promotion or an Update.
4
Check the details and send
Most fields are filled in for you. Fill in anything empty, check the preview, then tap Send template.
5
Chat freely again
When the customer replies, the window opens again for 24 hours.

WhatsApp charges for each template message.
Use Filter → Reply window → Closed — template needed to find these chats.
You can also send a template while the window is open, using the Templates button.

It says "No approved templates yet".

Tap Create templates → to make one in Campaigns. WhatsApp must approve it before you can use it.

Send template stays grey.

Fill in every field listed under Fill in:.