When you can type a free-text reply to a WhatsApp customer, and what happens once the window closes.
The reply window
WhatsApp lets a business send a free-text reply for 24 hours after the customer's last message. In the Inbox, an open conversation shows how much of the window is left. A new message from the customer opens it again.
When the window has closed
The reply box says the window is closed, and a free-text reply cannot be sent. Approved follow-up templates still go out as part of Lead follow-up, and the conversation shows a note when one is scheduled.
Sending template messages by hand from the Inbox is not available yet.
If a message could not be delivered
When WhatsApp cannot deliver the last message to a number, sending to that number pauses. It resumes when the customer messages you, or after 30 days.
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