Troubleshooting

I cannot send a reply to a customer

Why the message box may not let you send, and what to do: the 24-hour window, templates and connection checks.

Check these in order

Is the 24-hour window open? Open the conversation. In the contact panel on the right, a line such as 24h left (2) means you can send any message. If it has closed, you can only send an approved template.

The contact panel with the 24h left line marked 2
Are you typing in the message box? The box at the bottom (2) is the only place that sends a WhatsApp message. Notes in the contact panel are private and are never sent.

The message box at the bottom of a conversation marked 2
Do you have an approved template? After the window closes, only Approved templates can be sent. Check your templates.

The templates page with the Approved filter marked 2
Is your number connected? If Settings shows Needs reconnecting, reconnect it first. See WhatsApp shows credentials are not working.

How do I message someone who has not written to me?

Use an approved template, sent as a broadcast. See Send a broadcast.

Was this article helpful?

Still stuck? Email [email protected] — include the page you were on and what you saw.