---
title: "How do I message a customer on WhatsApp after 24 hours?"
description: "How to message a customer on WhatsApp after 24 hours: send an approved template, pick the right category, and reopen the customer service window."
canonical: "https://omnichannels.ai/answers/whatsapp-message-after-24-hours/"
language: "en"
updated: "2026-10-10"
publisher: "BroadNet Technologies"
brand: "OmniChannels.ai"
---

# How do I message a customer on WhatsApp after 24 hours?

Canonical: https://omnichannels.ai/answers/whatsapp-message-after-24-hours/
Language: en
Publisher: OmniChannels.ai by BroadNet Technologies

**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

1. Check whether the customer service window is closed (more than 24 hours since the customer's last message).
2. Choose an approved template in the right category: utility for an order, booking or ticket follow-up; marketing for anything promotional.
3. Fill the variables, such as the name and order number, and send it.
4. Add a quick-reply button so the customer can answer in one tap.
5. 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.

## Official sources

- [Send messages — Meta for Developers](https://developers.facebook.com/documentation/business-messaging/whatsapp/messages/send-messages)
- [Template categorization — Meta for Developers](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-categorization)
- [Messaging limits — Meta for Developers](https://developers.facebook.com/documentation/business-messaging/whatsapp/messaging-limits)
- [Pricing on the WhatsApp Business Platform — Meta for Developers](https://developers.facebook.com/documentation/business-messaging/whatsapp/pricing)

## Related questions

- https://omnichannels.ai/answers/whatsapp-24-hour-window/
- https://omnichannels.ai/answers/whatsapp-marketing-vs-utility-template/
- https://omnichannels.ai/answers/whatsapp-template-rejected/
- https://omnichannels.ai/answers/whatsapp-marketing-consent/

Updated: 2026-10-10