Sending Messages

Message Input Bar

The message input bar is at the bottom of the conversation thread.

Send a Text Message

1. Click in the message input field
2. Type your message
3. Press Enter or click the Send button

Send Media

Click the attachment icon (📎) to attach:

Add an optional caption for images and videos.

Send a Template Message

Templates are pre-approved messages you can send outside the 24-hour customer service window.

1. Click the template icon (📄) in the message bar
2. Search or browse approved templates
3. Fill in any variable placeholders (e.g. {{customer_name}}, {{order_id}})
4. Click Send

When to use templates: WhatsApp only allows free-form messages within 24 hours of the customer’s last message. After 24 hours, you must use an approved template.

Send a Canned Message

Canned messages are pre-saved reply shortcuts.

1. Type / in the message input to open the canned message picker
2. Search by keyword
3. Select a canned message to insert it instantly

Manage your canned messages at Settings → Canned Messages.

Message Status

24-Hour Messaging Window

WhatsApp’s policy:

• Within 24 hours of the customer’s last message: send any message type freely
• After 24 hours: only approved template messages can be sent

The conversation thread shows a banner when the 24-hour window has passed.