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The 24-hour WhatsApp window and templates

After a day of silence only an approved template can be sent; here is how.

Zack Lam
Authored by Zack LamFounder, doTask
A woman reading a message on her phone at a table
WhatsApp
Read it in the appThe same article opens from Help inside app.dotask.io, beside the screen it describes.

WhatsApp lets a business send free-form messages only within 24 hours of the customer’s last message. After that, only a message template approved by Meta can be sent. The conversation header shows how long is left; when the window has closed the reply box says so and offers “Send a template instead”.

  1. Settings → WhatsApp → Message templates → New template. Start from a ready-made message or write your own; press a chip such as Customer name or Date & time wherever a detail changes per customer. The preview shows what the customer will see, and any problem Meta would reject is listed before you submit. Meta approves utility templates in minutes, marketing ones can take longer.
  2. In a conversation past the window, press Send a template instead, pick an approved one, fill the values, check the preview and send. The text appears in the thread like any reply.
  3. Bookings → Settings picks a reminder template from the same list (three variables: name, service, time).

Meta charges per template message, and from 1 October 2026 for replies past the first 1,000 a month per number, on your own Meta account; doTask adds nothing. A template opens no new window — free-form replies wait for the customer to answer.

See also:All documentationFAQ