Can I message customers freely for 24 hours once they reply?

newdata

Hi Everyone

If a customer replies to my message, can I chat with them normally for the next 24 hours?
Or do I still have to use a template to reply?

waexpert

Hi Newdata,

Once a customer replies to your message, a 24-hour session window opens. During this time, you can continue the conversation using regular messages — there’s no need to use a template within that window.

You’re free to send text, images, documents, or any supported message format. The 24-hour window resets every time the customer sends a new message.

However, if 24 hours pass without any message from the customer, you’ll need to use an approved template message to restart the conversation.

Let us know if you need any clarification.

Best regards,
Waexpert

newdata

Understood!

Just one thing — if I want to follow up after 24 hours and the customer hasn’t replied, I just need to use a template, right?
Also, do I need to get their permission again to message them?

newdata

How do I know about opt-ins? Can you let me know about this

waexpert

Yes, if it’s been more than 24 hours since the customer last messaged you, you’ll need to use a pre-approved template to follow up.
As long as the customer has already opted in to receive messages on WhatsApp, you don’t need to get permission again every time you message them. You only need to make sure you’re not sending anything outside what they agreed to (like spamming promotions when they opted in for order updates).
How to know if a customer opted in:
This depends on how you're collecting opt-ins. Here are a few examples:

If you use a checkbox on your website (e.g., “I agree to receive WhatsApp updates”), that counts as proof.
If someone clicks a WhatsApp chat button that clearly states they'll receive messages, that also counts.
If you're collecting leads offline or by phone, make sure you record or document consent somewhere — like your CRM.

The rule is: Customer must take a clear action (click, tick a box, send a message) after seeing that they’re agreeing to receive WhatsApp messages.

Let us know if you want help setting up an opt-in flow or need sample wording for your website or landing page — happy to assist!

newdata

Thanks a lot!
I think I have a better idea now.

I’ll check how we’re collecting opt-ins and get back to you if I need help to do this.

waexpert

That’s totally fine — take your time!
Once you check how you’re collecting opt-ins, you can share a screenshot or example and we’ll happily take a look to make sure everything’s set up right.

We’re here whenever you need us 😊

Best Regards,
Waexpert