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How to send a WhatsApp template after the 24-hour window

On official WhatsApp, after 24 hours with no message from the customer, only an approved template can be sent. See how to resume the conversation through the app.

2 min readBasicUpdated on November 12, 2026

Video lesson coming soon. For now, follow the steps below.

On this page

On the official number (Meta API), the business can write freely for up to 24 hours after the customer's last message. After that, the conversation can only be resumed with a template approved by Meta. The app lets you know when the window has closed and lets you send the template right from there.

Before you start

  • This applies to official WhatsApp numbers. On a number connected via code or QR, this rule doesn't exist.
  • You need to have at least one template approved by Meta. Templates are created in Cognizy from the computer.
  • Sending templates is charged by Meta, to the business account.

Step by step

  1. Step 1:

    In the Conversations tab, open the conversation. When the window has closed, the app shows a notice in place of the message field and displays the Send template button.

  2. Step 2:

    In Templates, choose the approved template that matches the subject. Use Search template if the list is long. The templates in this example are fictitious.

  3. Step 3:

    If the template has parts that change (the customer's name, a time), fill in the values and tap Send template.

  4. Step 4:

    The template appears in the conversation. When the customer replies, the window opens again and you go back to writing normally.

How to know it worked

The template appears in the conversation as sent. Once the customer replies, the message field accepts free text again for 24 hours.

If something goes wrong

It shows No approved template.

Create a template and submit it for Meta's approval through Cognizy on the computer, or ask Izy. Review can take up to 24 hours.

It shows that the month's template sends are used up.

The plan has a monthly sending limit. Talk to the admin to check the plan.

It shows a pending payment on Meta.

The Meta account has no valid payment method. The admin needs to fix this in WhatsApp Manager.

The Send template button doesn't appear.

The 24-hour window is still open, or the number isn't official: just write the message normally.

Next step

Create more templates on the computer to have one for each situation.

Sign in with your Cognizy account to save your progress.

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