WhatsApp Conversation Validity

WhatsApp Message Templates must be used to start a conversation or to send a reply 24 hours after the last message from the user.  If you attempt to send a standard message (not a pre-approved template), this will be refused by WhatsApp. 

If you are receiving an error message, check that you are still within the conversation validity period.   This is 24 hours from the last customer message.  You can check this by looking for the the time and date stamp on the last message shown down the left hand side of the conversation pane.  Messages sent from Webio are shown on the right hand side.  

Error message, rejection

If not then you will need to send a pre-approved template message to start a new conversation.  You can do this by sending a bot to reengage with the customer.  The bot must have one of your pre-approved templates as the first message step.  This can be select with the orange Bot button by your SEND option.

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