24-Hour Messaging Window
How WhatsApp's 24-hour messaging window works and how Trochai manages it.
24-Hour Messaging Window
WhatsApp has a fundamental messaging policy: businesses can only send free-form messages to a contact during the 24 hours following the last message that contact sent. After that period, only pre-approved template messages can be sent.
Trochai enforces this policy automatically to protect your WhatsApp Business account.
How Meta's policy works
Meta's policy aims to protect users from spam. Here's how it works:
- The contact writes to you: a 24-hour window opens.
- Within the window: you can freely send text messages, images, videos, documents, or any type of content.
- Each new message from the contact resets the window: if the contact writes again, the window extends another 24 hours from that moment.
- After 24 hours without a message from the contact: the window closes. You can only send approved template messages.
Sending messages outside the 24-hour window without using an approved template can result in Meta suspending your WhatsApp Business account.
Window indicator in Trochai
When you select a conversation, the toolbar shows a window status badge with a clock icon:
| Badge color | Status | Description |
|---|---|---|
| Green | Window open | The window is active. Shows remaining hours (e.g., "Window open (18h remaining)"). |
| Yellow | Expires soon | Less than 4 hours remaining (e.g., "Window expires soon (3h remaining)"). |
| Red | Window closed | The window has expired. Shows "Window closed — use template." |
The indicator updates automatically every minute, so it always reflects the current state.
What happens when the window closes
When the 24-hour window is closed, the message composer changes its behavior:
- The text field disappears: in its place, an informational notice with a gray background is shown.
- An explanatory message is displayed:
- If the contact has never sent a message: "The user hasn't sent a message yet. Send a template or wait for them to respond."
- If the window expired: "The last message was over 24 hours ago. Send a template or wait for the user to write."
- A "Send template" button appears: clicking it opens the template selector where you can choose a pre-approved template to send.
Sending a template to reopen the window
When the window is closed, click the Send template button in the composer.
The template selector will open. Choose the appropriate template for your case (greeting, follow-up, etc.).
Fill in the template parameters if it has any (client name, property, etc.).
Send the template. The contact will receive the message.
When the contact replies, the 24-hour window will reopen and you'll be able to send messages freely again.
Sending a template does not reopen the window by itself. The window only reopens when the contact replies to your template. In the meantime, you can continue sending templates but not free-text messages.
Effect on the AI bot
The 24-hour window also affects the AI assistant:
- Window open: the bot can respond normally with text and interactive messages.
- Window closed: the bot cannot send responses. Messages from the contact (if they arrive) will reopen the window and the bot can respond.
Frequently asked questions
Can I send messages to a contact who has never written to me?
Not directly. If a contact has never sent you a message, the window doesn't exist. You'll need to send a template first. When the contact replies, the 24-hour window will open.
What happens if the contact writes to me at 23 hours and 59 minutes?
The window resets completely. You'll have a new 24 hours from that message.
Can I see how much time is left in the window?
Yes. The indicator in the toolbar shows the remaining hours. When less than 4 hours remain, the badge changes to yellow as a warning.
What about closed conversations?
The conversation state (open/closed) is independent of the 24-hour window. A closed conversation can have an open window if the contact wrote recently, and an open conversation can have a closed window if the contact hasn't written in 24 hours.
Related pages
- Sending Messages — composer and message sending
- Conversations — states and conversation management