Meta enforces a 24-hour conversation window on WhatsApp Business API. Here’s how it works:
• When you send a message to a person and they respond, a conversation window opens.
• This window expires after 24 hours from the recipient’s last message.
• After the 24-hour window closes, you cannot send messages freely unless you use an approved utility template.
How to Reopen the Chat Window
To continue a conversation after 24 hours, you must send a utility template message that prompts the user to engage again. This template needs to be:
• Custom-made for your business
• Approved under the “Utility” category by Meta
You can send a template in chat like this:
Click on the 'horn' icon.
Select the template from the list.
'Select this template' and send..
Example Utility Template Message
A typical message might look like this:
“Hello [Customer’s Name], we’re trying to reach you with some important information. Please reply to this message to continue the conversation.”
Or, you can use a quick reply button like:
✅ “I understand”
✅ “Continue this chat”
When the user taps on the quick reply button, it gets typed out and sent as a message. This reopens the chat window, allowing you to send messages again.
Final words:
1. Create a utility template specific to your business and your brand language.
2. Get it approved under the Utility category in WhatsApp Business Manager.
3. Use it to prompt user interaction whenever the conversation window expires.
Once the customer responds, the chat window reopens, and you can continue the conversation as usual.