Articles on: MyOperator

Can agents continue to send template messages after initiating a conversation?

Once a customer replies to a template message, WhatsApp opens a 24-hour messaging window that allows agents to send free-form messages without needing templates.



🔓 What Is the 24-Hour Session Window?


  • ✅ Begins as soon as the customer replies
  • ✅ Allows you to send messages of any type—text, media, quick replies—without templates
  • ⏱ Lasts for 24 hours from the customer’s most recent message



✉️ What You Can Send During the Window


  • Text messages
  • Images, files, and videos
  • Location, contacts, quick replies, buttons
  • Escalation or support workflows


Tip : You do not need to use a template again unless the customer stops responding for 24+ hours.



🕒 What Happens After 24 Hours?


  • The session automatically expires
  • You must send a pre-approved template message to reopen the conversation
  • Free-form messaging is disabled until the customer replies again



⚠️ Important Notes


  • Each new reply from the customer resets the 24-hour clock
  • Only businesses can initiate with templates—customers can message anytime
  • Your platform may show a lock icon or disable the reply field when the session closes




Updated on: 21/09/2025