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 customers. 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:
Hi {{name}}, This is au auto-reply message. We have received your message and we have an important update for you. 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)
WhatsApp chat session basics
1. What is a WhatsApp chat session?
A WhatsApp chat session is a 24-hour messaging window that starts when a customer sends a message. During this period, businesses can send free-form messages to the customer.
2. When does a WhatsApp chat session expire?
A WhatsApp chat session expires 24 hours after the customer’s last message if the customer does not send any further messages.
3. Who controls the 24-hour chat session rule?
The 24-hour chat session rule is set by WhatsApp’s API, and platforms like Wati do not have control over it.
Messaging after session expiry
4. What happens after a WhatsApp chat session expires?
After a WhatsApp chat session expires, businesses cannot send free-form messages and must use approved Template Messages to communicate with the customer.
Restarting a chat session
5. How can a business restart a WhatsApp chat session?
A business can restart a WhatsApp chat session by sending a Template Message to the customer and receiving a response from the customer.
6. What happens when a customer responds to a Template Message?
When a customer responds to a Template Message, the chat session restarts and a new 24-hour messaging window begins.
7. Can a chat session restart without a customer response?
No, a chat session cannot restart without a customer response. The session only restarts when the customer replies to the Template Message.
Using Template Messages effectively
8. What should a Template Message include to restart a conversation?
A Template Message should include a clear and engaging message that encourages the customer to respond, such as a call-to-action or a button.
9. What are the best practices for using Template Messages?
Best practices for using Template Messages include:
Use engaging content that provides value to the customer
Clearly explain the next step or expected action
Keep the message short and concise
Plan and create relevant templates in advance for follow-up communication beyond 24 hours