24-Hour Window Issues
Understand why you cannot send messages, how to reopen the window with templates, and avoid common errors.
24-Hour Window Issues
WhatsApp enforces a strict rule: you can only send free-form text messages to a contact during the 24 hours following the last message that contact sent you. Outside that window, you can only send message templates approved by Meta.
This guide helps you resolve the most common issues related to this policy.
I Cannot Send Messages to a Contact
If when trying to write in a conversation you see the message "Window closed -- use template", it means the 24-hour window has expired for that contact.
Understanding the Window
The window indicator in each conversation's toolbar shows one of three states:
| Color | State | Meaning |
|---|---|---|
| Green | Open | The contact sent a message recently. You can send messages freely. Remaining hours are displayed. |
| Yellow | Expiring soon | Less than 4 hours remain. Consider responding soon or sending a template to continue communication later. |
| Red | Closed | More than 24 hours have passed since the contact's last message. You can only send templates. |
How the Window Opens
The 24-hour window opens every time the contact sends you a message. The clock resets with each new incoming message. For example:
- The contact sends a message on Monday at 10:00 AM. The window opens until Tuesday at 10:00 AM.
- The contact sends another message on Monday at 3:00 PM. The window extends until Tuesday at 3:00 PM.
- If the contact does not send more messages, the window closes on Tuesday at 3:00 PM.
How the Window Closes
The window closes automatically 24 hours after the contact's last incoming message. There is no way to extend it manually. You cannot keep the window open by sending messages: only messages from the contact reset the clock.
Reopening the Window with a Template
When the window is closed, the only way to contact the customer is by sending them an approved message template from Meta.
Open the Template Composer
In the conversation with a closed window, click the Send template button that appears instead of the normal text composer.
Select a Template
Choose an approved template from the available list. Templates have categories such as marketing, utility, or authentication.
Complete the Parameters
If the template has variables (for example, client name or property name), fill in the required fields.
Send the Template
Click Send. If the contact replies to the template, the 24-hour window will reopen and you can send free-form text messages again.
Sending a template does not automatically reopen the window. The window only reopens when the contact replies to the template message you sent.
Template Rejected by Meta
If when trying to send a template you see an error, it may be because Meta rejected or paused the template.
Reasons for Rejection
Meta may reject or pause a template for:
- Prohibited content: The template contains misleading, aggressive language, or violates WhatsApp policies.
- Low quality rating: Too many contacts marked messages from that template as spam or blocked them.
- Incorrect format: Variables or parameters do not meet the format required by Meta.
- Incorrect category: The template was submitted as "utility" but its content is "marketing", or vice versa.
What to Do if a Template is Rejected
Check the Template Status
Go to Templates in the sidebar menu. Each template shows its status: Approved, In Review, Rejected, or Paused.
Use a Different Template
If the template is rejected or paused, select another approved template to send to the contact.
Create a New Template
If you need to create a new template, do so from the Templates section. Note that Meta may take up to 24 hours to approve a new template.
No Templates Available
If when opening the template composer you don't see any templates:
-
Check that your channel has a WABA ID configured. Go to Settings > WhatsApp Channels and confirm the channel has a WABA ID (WhatsApp Business Account ID). Without this identifier, Trochai cannot retrieve the template list.
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Check that you have templates created in Meta. Templates are managed from Meta Business Manager. If you have never created a template, the list will be empty.
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Check the access token. If you see the message "WhatsApp access token expired", you need to reconnect the channel. See Connection Issues.
Business-Initiated Message Costs
Template messages (business-initiated) have a cost charged by Meta that varies based on the recipient's country and the template category. This cost is separate from your Trochai subscription. See Meta's pricing policy for details.
Messages are classified into two types based on who initiates the conversation:
| Type | Who Initiates | Meta Cost |
|---|---|---|
| User-initiated conversation | The contact writes first | Generally lower |
| Business-initiated conversation | You send a template | Generally higher |
When you send a template to a contact who has not written in the last 24 hours, Meta charges a business-initiated conversation fee. If the contact replies, the window reopens and subsequent messages during the next 24 hours do not incur additional Meta charges.
The Bot Cannot Respond Because the Window Is Closed
The AI assistant can only send free-form text messages. If the 24-hour window is closed, the bot cannot respond to the contact. This normally does not happen because the window opens with each contact message, but it can occur if:
- The bot takes time to process the response (debounce) and the window expires during processing.
- A temporary error prevents the bot from sending the response within the window.
In these cases, the bot will attempt to send the response and, if it fails due to a closed window, the conversation will remain pending for an agent to handle manually with a template.
Next Steps
- To learn how to create and manage templates, see the Templates section.
- If the issue is that messages fail for another reason, see Messages Not Delivering.
- To understand how the 24-hour window works in the inbox, see 24-Hour Window.