When a customer hasn't messaged you in 24 hours, WhatsApp only lets you send pre-approved template messages until they reply. Here's how the window works and how to send a template.
1
When the window closes
If the customer's last message is more than 24 hours old, the composer switches to a restricted state — The 24-hour messaging window has closed. Free text is paused; your only options are Send Template and Add to Knowledge Base, until the customer replies.
2
Open the template picker
Click Send Template (or + → Send a template in an open chat) to open the picker. It lists your approved templates — search by name, and each card shows its category and approval status.
3
Choose a template
Find the template you want and click Use Template. Only templates marked Approved can be sent.
4
Fill in the variables & send
If the template has variables — placeholders it fills in, like a name, an order number or an amount — a Fill in variables step appears. Enter a value for each, then click Send to deliver it. Sending a template reopens the conversation so you can chat freely again.