The 24-hour reply window
WhatsApp gives businesses a 24-hour customer service window. It opens, or restarts, every time the customer sends you a message.
| Inside the window | Outside the window | |
|---|---|---|
| What you can send | Anything: text, images, files, buttons, forms | Only an approved template |
| Who can send | You, your team and the AI agent | Templates only, from you, a campaign or a flow |
#How Nexora shows it
When a chat's window has closed, the reply box shows that the WhatsApp session has expired and offers Send template instead. Pick an approved template, fill in the variables, and send. When the customer replies, the window opens again and you can chat freely.
#Practical tips
- Answer fast. A quick reply keeps the conversation inside the window. The AI agent replies in seconds, any time.
- End with a question. A question invites a reply, which keeps the window open.
- Use a utility template for follow-ups about something the customer started, such as an order, booking or quotation. Use marketing templates for offers.
- Plan your follow-ups. A flow can send a template automatically when someone has gone quiet.
Note
Messages a customer sends after clicking a WhatsApp ad on Facebook or Instagram open a longer free window (72 hours) under Meta's rules.