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
1. What is a WhatsApp chat session?
A chat session is the 24-hour window that starts when a customer sends you a message, during which you can send regular free-form replies.
2. Why does the chat session expire after 24 hours?
This is a rule defined by WhatsApp’s API, and platforms like WATI cannot change or extend this limit.
3. What happens when the session expires?
You can no longer send free-form messages and must use approved Template Messages to contact the customer.
Restarting conversations
4. How can I message a customer after the 24-hour session ends?
Send an approved Template Message to re-engage the customer and prompt them to reply.
5. How does a Template Message reopen the session?
When the customer responds to the template, the session restarts automatically and a new 24-hour window begins.
6. Can I continue sending normal messages after the customer replies?
Yes, once the customer responds, you can send regular messages again within the new 24-hour session.
Best practices
7. What should I include in my Template Messages?
Use clear and engaging content that provides value and encourages customers to reply or tap a button.
8. How can I improve response rates with templates?
Keep messages short, explain the next step clearly, and make it easy for customers to take action.
9. When should I prepare Template Messages in advance?
Set up templates ahead of time if you expect to follow up with customers after the 24-hour window to avoid communication delays.