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Outside WhatsApp’s customer-care window you generally cannot send free-form messages. From the Inbox, agents can send an approved template message instead.

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Prerequisites

  • WhatsApp channel connected
  • At least one Meta-approved template
  • Contact has a WhatsApp identity on the contact record

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Send a template

1

Open the conversation

Select the WhatsApp contact in the Inbox.
2

Open Send Flow / template picker

Click the Send Flow control, then choose Template message (or the WhatsApp template option in that menu).
3

Select the template

Pick an approved template and fill any variables.
4

Send

Deliver the template. When the contact replies, the 24-hour window opens again for free-form chat.
Templates must stay compliant with Meta policies. Do not use templates for spam or content that does not match the approved category.