The WhatsApp 24-hour window

WhatsApp lets a business send free-form messages only within 24 hours of the customer's last message. The composer shows the time left.

When the window has closed:

• The composer switches to Send template. Pick an approved template, fill its variables, and send. The customer's reply reopens the window.
• Messages the AI tries to send are refused by WhatsApp and shown in the thread as undelivered, with the reason.

Templates are created and approved under Settings → Channels → WhatsApp → Templates. See Templates.