WhatsApp 24-Hour Window & Templates, Explained Simply
The one rule behind WhatsApp business messaging
When a customer messages you, a 24-hour service window opens — inside it you (and your AI) can reply with free-form text. Once 24 hours pass with no customer message, the window closes, and to message them again you must use a pre-approved template. This is Meta's rule to protect users from spam.
How Omixo handles it for you
Omixo checks each contact's window automatically: if the session is open, your AI replies with natural free text; if it is closed, Omixo sends the right approved template — so you never hit an error and never break the rules.
What this means in practice
- Support and sales chats within 24h: natural, free-flowing AI replies
- Re-engaging an old lead: an approved template, then back to free text once they reply
- One shared memory across WhatsApp, calls and website chat
Learn the fundamentals
Muzztech explains the terms plainly: the 24-hour window, WhatsApp templates and which messaging channel to use when.
FAQs
Do I need an approved template for every message?＋
No — only to start a conversation outside the 24-hour window. Inside the window your AI replies with free text. Omixo picks the right mode automatically.
