Short answer
To message a customer on WhatsApp after the 24-hour customer service window has closed, the business must send a Meta-approved message template. A utility template fits follow-ups on the customer's own request; offers need a marketing template and prior opt-in. When the customer replies, a new 24-hour window opens for free-form messages.
Steps
- Check whether the customer service window is closed (more than 24 hours since the customer's last message).
- Choose an approved template in the right category: utility for an order, booking or ticket follow-up; marketing for anything promotional.
- Fill the variables, such as the name and order number, and send it.
- Add a quick-reply button so the customer can answer in one tap.
- When the customer replies, continue with free-form messages inside the new window.
Example template
"Hi {{1}}, we have an update on your request {{2}}. Reply here to continue the conversation." with a Continue button. This is a utility follow-up because it relates to the customer's own request and contains no promotion.
Costs and limits
OmniChannels.ai's Omni Inbox lets agents reply with an approved template from the same thread when the window has closed.
- Meta charges each delivered template by category and recipient country.
- Business-initiated templates count towards your messaging limit of unique users per moving 24 hours.
- Marketing templates are also subject to per-user limits and may not be delivered to users who already receive many marketing messages.
- Without opt-in, repeated follow-ups lead to blocks, lower quality ratings and paused templates.