Understand the 24-hour reply window

Learn when you can chat freely and when WhatsApp only allows a template.

3 min

1
The window opens when a customer writes
Each time a customer sends you a message, you have 24 hours to reply freely. Nuha and your team can send any message in that time, and these replies are free.
2
Watch the timer in the chat
In an Inbox chat, the box above the message field shows Reply window open and the hours and minutes left. It turns amber when under 3 hours.
Inbox chat
Reply window open · 5h 12m left
Send
Sketch of the Inbox chat screen
Open this in Nuha Chat
3
After 24 hours, send a template
When time runs out you see Chat window is closed. WhatsApp only lets you send an approved template now. Tap Send a template, pick one, check the fields and send.
Chat window is closed
WhatsApp only lets you send a template now. When they reply, you can chat freely again.
Send a template
Sketch of the Chat window is closed screen
4
Chat freely again when they reply
As soon as the customer answers, a new 24-hour window opens.

Tips

Templates sent after the window are billed by Meta to your own Meta account.
Ask a question at the end of your template so customers reply and reopen the window.

A message failed with “More than 24 hours since the customer last wrote”.

Send an approved template instead.

I have no templates to pick.

Create one in Campaigns → Templates and wait for Meta to approve it.