Understand the 24-hour conversation window
When you can reply freely, and when a template is required.
When a customer messages you, a 24-hour window opens in which you can send anything. After 24 hours of customer silence, WhatsApp only accepts pre-approved templates until the customer replies again. This is a WhatsApp rule, not a Transket setting.
This is the single most important WhatsApp rule, and it explains most "why can’t I send this?" moments. Here is how it works:
- A customer messages you. A 24-hour customer-service window opens.
- Inside the window you may send anything: free-form text, media, product messages.
- Every new customer message restarts the 24-hour clock. Your own replies do not.
- Once 24 hours pass without a customer message, the window closes. From then on, only approved templates can be sent, until the customer replies and a new window opens.
How this looks in Transket
- In the inbox, an open window means the composer works normally. When the window has expired, the composer switches to the template picker: you re-open the conversation with a template, and normal chat resumes when the customer replies.
- Campaigns always send templates, so they can reach anyone who has opted in, window or not.
- The bot replies within the window, like a human agent would.
- Each chat header shows whether the window is open, so agents always know which mode they are in.
Template categories
Templates come in three categories. The category affects both Meta’s review and what each conversation costs.
| Category | Use for | Example |
|---|---|---|
| Marketing | Promotions, offers, announcements | "Our summer sale starts today. 20% off everything." |
| Utility | Transactional updates tied to an action | "Your order #4521 has shipped." |
| Authentication | One-time passcodes | "Your login code is 402-113." |
Common questions
A customer replied to my template. Can I chat freely now?
Yes. Their reply opens a fresh 24-hour window and the composer switches back to normal chat.
Does my reply extend the window?
No. Only customer messages restart the clock. If you reply at hour 23 and they stay silent, the window still closes at hour 24.
Why is the composer only offering templates?
The last customer message is more than 24 hours old. Pick a template to re-open the conversation. See Quick replies, templates and tags.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.