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Your First Conversation

Once your WhatsApp number is connected, you can start messaging customers.

How Conversations Work​

WhatsApp has two types of messages:

Template Messages​

Pre-approved messages you send outside the 24-hour window. Used for promotions, reminders, alerts, and OTPs. These must be submitted to Meta for approval before use. Templates have a per-message cost.

Session Messages​

Free-form replies you send within 24 hours of a customer's last message. You can send text, images, videos, documents, and audio. Session messages are free — no per-message charge.

Receiving Messages​

When a customer messages your WhatsApp number:

  1. The conversation appears in your Inbox
  2. It's marked as Unassigned until an agent picks it up or an admin assigns it
  3. Click the conversation to view and reply

You'll get a browser notification for new messages if notifications are enabled.

Sending Your First Reply​

  1. Open a conversation in the inbox
  2. Type your message in the reply box
  3. Attach media if needed (images, documents, video)
  4. Hit Send

You have 24 hours from the customer's last message to send free-form replies. After that, you'll need to use an approved template.

Using Quick Replies​

Quick replies are saved responses you can insert with a shortcut. They're great for common questions like business hours, pricing, or directions.

Go to Settings > Quick Replies to create your first set.

Sending a Template Message​

To message a customer outside the 24-hour window:

  1. Open the conversation
  2. Click Send Template
  3. Select an approved template
  4. Fill in any variable fields (name, order number, etc.)
  5. Send

See Message Templates for how to create and manage templates.

Next Steps​