Summary
WhatsApp chat sessions expire 24 hours after a customer’s last message. This is a rule set by WhatsApp’s API, and platforms like WATI do not have control over it. Once the session expires, businesses can only send Template Messages to re-engage with customers. However, if a customer responds to a template message, the session restarts, allowing you to continue the conversation. This guide explains how WhatsApp chat session expiry works and how to use Template Messages to keep the conversation going.
Instructions
How WhatsApp Chat Session Expiry Works
When a customer sends a message, a 24-hour session starts.
If the customer does not send any further messages, the session expires after 24 hours.
After expiration, businesses cannot send free-form messages and must use approved Template Messages to restart communication.
If a customer responds to a template message, the chat session restarts, and the 24-hour timer resets.
How to Restart a Conversation Using Template Messages
To ensure seamless communication, you can send a Template Message to customers after the session expires. This message should encourage them to respond, which will reopen the session.
Example Template Message:
We have an important update for you! Click Tell me more to receive further details. When a customer clicks Tell me more, their response reopens the chat session, and you can continue the conversation as usual.
Best Practices for Using Template Messages
Use engaging templates: Ensure your message provides value so customers are encouraged to respond.
Be clear about the next step: Let customers know what to expect when they click a button or reply.
Keep it concise: WhatsApp prefers short and to-the-point messages.
Plan ahead: If you anticipate needing to message a customer beyond 24 hours, set up relevant template messages in advance.
Frequently Asked Questions (FAQs)
General Questions
What is a WhatsApp chat session? → A WhatsApp chat session is a 24-hour window that starts when a customer sends a message. Within this period, businesses can freely respond without restrictions.
Why do WhatsApp chat sessions expire after 24 hours? → This is a rule set by WhatsApp’s API to regulate business messaging. Once a session expires, businesses can only send approved Template Messages to re-engage customers.
Can WATI extend the 24-hour chat session limit? → No, WATI does not have control over WhatsApp's chat session rules. However, businesses can use Template Messages to restart conversations after the session expires.
Using Template Messages After Expiry
What happens when a chat session expires? → Once a session expires, businesses can no longer send free-form messages. The only way to restart communication is by sending a WhatsApp-approved Template Message.
How do Template Messages help restart a conversation? → When a business sends a Template Message, the customer needs to respond to reopen the session. Their reply resets the 24-hour window, allowing the conversation to continue.
What should a Template Message contain to get a response? → A good Template Message should be engaging, clear, and valuable to the customer. It should prompt a response, such as clicking a button like “Tell me more” to restart the chat.
Best Practices for Managing Chat Sessions
How can I ensure smooth communication without interruptions?
Anticipate when you might need to message a customer beyond 24 hours and set up relevant Template Messages in advance.
Use engaging, clear, and concise messages that prompt a response.
Inform customers about what to expect when they interact with your message.
Are there any restrictions on Template Messages? → Yes, Template Messages must be pre-approved by WhatsApp. They should follow WhatsApp’s guidelines, be non-promotional, and provide value to the customer.
Where can I learn more about Template Message approvals? → You can refer to WhatsApp’s official documentation or WATI’s guide on Template Message approval for more details.