The 24-hour window has expired.
The message.
"The 24-hour window is closed. You can now only send an approved template."
In the inbox you'll also see "No reply possible" and "Template only" on the conversation. [Image: inbox with the message and the note No reply possible]
What it means.
WhatsApp only allows free-form messages for 24 hours after the contact's last message. After that, WhatsApp only allows templates that WhatsApp has approved. Nothing was sent.
What you do.
You have two options.
- 1
Wait for the contact
If the contact writes to you again, the window opens for another 24 hours. Then you can reply freely in the inbox again.
- 2
Send a template
Open the conversation in the inbox and choose a template that WhatsApp has approved. The "Choose template" window shows you which ones are available. [Image: Choose template window]
What SmartChat already does by itself.
SmartChat checks the window before a message goes out. If it's closed, no free-form message goes out and you see the notice. For newsletters, follow-ups and automations, SmartChat uses templates that WhatsApp has approved. If a template isn't approved yet, the message only reaches contacts with an open window. When WhatsApp approves the template, SmartChat sends you an email.
Did this help you?
If anything is still unclear, write to us. The Support will help you.
Frequently asked questions.
How long is the window open?
24 hours after the contact's last message. Every new message from the contact opens it again for 24 hours.
Does sending a template cost anything?
Meta bills you directly for messages. What Meta charges is listed in the Trust Center under Meta fees.
How does the window stay open?
If someone signs up on your landing page, then goes to the WhatsApp chat and sends a message, the window opens right away. This only works in WhatsApp.
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