Magic Message is a feature built into Spur's WhatsApp inbox that lets you keep talking to customers even when the 24 hour messaging window has closed.
Normally, once 24 hours pass since a customer's last reply, WhatsApp locks you out. You can't type and send a regular message anymore. Your only option is to send a pre approved template and hope they respond so the window reopens.
Magic Message removes that wall.
How It Works
When the 24 hour window is closed and you start typing a message in the Spur inbox, you'll see a green banner at the bottom that says:
"✨ Message will be delivered via Magic Message (bypassing 24hr window)"
That's Spur telling you: the window is closed, but your message will still go through.
Here's what happens behind the scenes:
You type your message like normal in the chat box.
Spur takes your text and converts it into an image (white background, clean formatting, easy to read).
That image gets wrapped inside a utility template and sent to the customer.
The customer receives it as a regular WhatsApp notification. They tap to view and see your message rendered clearly inside the image.
If they reply, the 24 hour window reopens and you're back to normal messaging.
If they don't reply, that's okay. Your message still reached them. Without Magic Message, you'd have no way to even get your point across until they decided to message you first. At least this way, they've seen what you needed to say.
You can keep sending messages this way. Each one goes as an image until the customer replies and the window reopens.
Why Utility Template?
This matters. Utility templates have a near 100% delivery rate. Marketing templates often get throttled or blocked by Meta's per user limits and can fail to deliver up to half the time.
By wrapping your message as a utility template, Magic Message ensures it actually lands in your customer's inbox. Every time.
What Magic Message is NOT
This is where things get misunderstood sometimes, so let's clear it up.
It's not automatic. Magic Message does not send messages on its own. It only kicks in when you, the agent, type a message in a chat where the 24 hour window is closed. If you don't type anything, nothing gets sent.
It's not something you need to cancel or disable. There's no toggle to turn off. Magic Message is just a way of sending a message. If you don't want to use it, just don't use it. Send a template of your choice instead, or don't send anything at all.
It's not blocking you from using other templates. You can still send any broadcast or template you want. Magic Message is an additional option on top of everything else you already have. It doesn't replace or interfere with your existing templates.
It's not related to your AI agent. The AI agent responds to incoming messages. Magic Message is for when you want to manually reach out to someone. These are two completely separate features. Enabling one has nothing to do with the other.
How it looks like to your end customer:
When You'd Use It
Support follow ups. A customer asked about a return two days ago, you figured it out, but the window is closed. Instead of sending a generic "please reply" template and waiting, you just type your actual answer and Magic Message delivers it.
Proactive outreach. You want to let a customer know their issue has been resolved or their order has shipped, but it's been more than 24 hours since they last wrote to you. Type your message, Magic Message handles the rest.
Re engagement. A lead went cold. You want to send them a specific, personalized message instead of a templated broadcast. Magic Message lets you say exactly what you want to say.
Your Options When the 24 Hour Window is Closed
When the window is closed, here's what you can do:
Use Magic Message to type whatever you want and send it as a text inside an image via a utility template. Always gets delivered.
Send a template of your choice. Pick any approved template from your list. Whether it lands depends on whether it's utility or marketing.
Don't send anything. Wait for the customer to message you first.
Magic Message is option 1. It gives you something you wouldn't have otherwise, the ability to say exactly what you want, in your own words, when the window is closed.
Character Limit
Magic Message works best for messages up to 500 characters. If you go over, it'll still send, but the image gets longer to fit all the text. We recommend keeping it concise for the best readability on the customer's end.
No Other Platform Does This
This isn't marketing speak. Every other WhatsApp API tool locks you out after 24 hours. Your only option everywhere else is templates. Spur is the only platform that lets you keep sending free form messages by converting them into images inside utility templates.
It's a workaround that actually works, and it's built right into your inbox. No setup needed.
Quick FAQ
Q: Do I get charged for Magic Messages? A: Yes, you pay for the utility template that gets sent. But utility templates cost roughly 8x less than marketing templates in India, so it's significantly cheaper than the alternative.
Q: Will the customer know it's an image? A: They'll see your message rendered inside an image with a white background. It looks clean and reads like a normal message. Most customers don't notice or care about the difference.
Q: Can I send Magic Messages from automation flows? A: No. Magic Message is only for manual messages sent from the Spur inbox. For automations, use templates.
Q: Does Spur create the utility template for me? A: Yes. Spur auto creates the required utility template on your account. You don't need to set anything up. Moreover, you can even create your own magic message template to use in place of the one we create for you by default. The settings for that can be found here.
Q: What if Magic Message isn't showing up? A: Make sure your WhatsApp Account is connected and that the chat you're trying to message actually has a closed 24 hour window. If it's still not appearing, reach out to our support team.
Still have questions? Message us on WhatsApp and we'll help you out.