Why it occurs
Meta enforces a strict 24-hour session window for business-to-customer communication on WhatsApp. If no message is received from the customer within that timeframe, businesses can only send messages using pre-approved text templates. This applies whether the agent is starting a new conversation or replying to an existing one.
Steps to resolve the issue
1. Create a registered and approved WhatsApp text template
If no template exists for your sender:
– Go to Channels → WhatsApp → Senders.
– Select Register Template next to the correct sender.
– Ensure that the template type is text (media templates are not supported for re-engagement).
– Follow the template registration instructions.
2. Select the WhatsApp template in the conversation
– Return to the affected conversation.
– Under the 24-hour session expired notice, select Choose a Template.
– Select the registered text template and send the message.
Note that only text-based templates can be used when responding after the 24-hour window.
3. Contact Support
If you’ve completed the steps above and still can’t send a message:
– Take a screenshot of the issue.
– Include the username, conversation link, and description.
– Send the details to [email protected].
