WhatsApp templates and the 24-hour rule
When WhatsApp lets you write freely, when it needs an approved template, how to fill in a template's fields and where templates come from.
Who can use this
OwnerCompany adminDepartment managerHRMemberRequirements
- WhatsApp Business connected
- Agent of a WhatsApp, Instagram or Facebook channel
WhatsApp decides when a business may write to a customer. Dromix shows you the state in every customer chat so you know whether you can type freely or need an approved template.
The 24-hour window
- For 24 hours after the customer's last message you can write anything. Above the message box Dromix shows until when the window is open.
- After 24 hours, and for the very first message to a new number, WhatsApp only accepts an approved template. The chat shows Template needed.
- As soon as the customer answers, the window opens again for 24 hours.
Send a template
- In the customer chat, select Send template.
- Pick a Template. Each one is listed with its name and language.
- If the template has fields, such as the customer's name or an order number, fill in every field. The preview shows the finished message.
- Select Send template.
To write to a customer who has never written to you, use + → New WhatsApp chat in Chats. Enter the Customer's WhatsApp number with the country code, then pick a template. See Answer WhatsApp customers.
Meta bills template messages to your company's WhatsApp account. Messages inside the 24-hour window are free.
Where templates come from
Templates are created in Meta's WhatsApp Manager and must be approved by Meta before you can use them. Dromix only lists approved templates.
If you see No approved templates, ask a Company admin. They find the list under Company admin → Sales & integrations → Integrations → WhatsApp in Approved templates, and select Refresh after Meta approves a new one. See Connect WhatsApp Business.