What is the 24-hour window?
You can reply freely for 24 hours after a customer writes. After that, only an approved template gets through.
WhatsApp lets you reply with any message for 24 hours after the customer's last message. After that, a normal message is not delivered; only an approved template is.
How the Inbox shows it
- At the top of a chat: "Free replies open for …" with a bar that turns amber in the last 2 hours.
- In the chat list: "Window closes in …" when less than 3 hours are left.
- When it has closed: "The 24-hour window closed … ago." The message box turns red and the main button becomes Send a template.
When the window has closed
Press Send a template and choose an approved template.
When the customer answers, a new 24-hour window opens and you can chat normally again.
You can still press Send anyway, but Meta will almost certainly not deliver it.