Steps to resolve the issue
1. Check recent customer activity
– Confirm whether the customer has sent a message to your number recently.
– Verify that their last message was sent within the past 24 hours.
2. Use approved templates
– If more than 24 hours have passed since the last customer message, you must use an approved WhatsApp template.
– Log in to your Infobip account, navigate to the Message Templates section, and select an appropriate template for your use case.
3. Prompt a new interaction
– Encourage the customer to send a message to your number.
– This will restart the 24-hour session window, allowing you to resume sending non-template messages.
4. Monitor session timelines
– Keep track of when each customer last interacted with your WhatsApp number.
– Ensure compliance with WhatsApp’s 24-hour messaging policy.
5. Contact Support
If you’ve followed the above steps and continue to experience the same issue, or if other issues arise, contact our Support team at [email protected].
To help us resolve the issue quickly, include the following details:
– Your Infobip account username and a sample mobile number
– Timestamp of the last customer interaction
– Description of the error and steps you’ve taken so far
