Messaging Windows and Templates
A messaging window is the time a channel lets a business reply freely after the customer's last message. WhatsApp, Messenger, Instagram, TikTok and WeChat all have one, set by the platform, not by Resool. When the window is open you reply as usual; when it closes, Resool tells you in the composer and, on WhatsApp and Messenger, lets you send an approved message template to restart the conversation.
Window length by channel
The window starts again every time the contact sends you a message.
| Channel | Free replies for | After the window closes |
|---|---|---|
| 24 hours | Send an approved WhatsApp message template. | |
| Facebook Messenger | 24 hours, extended to 7 days for replies written by a teammate | Send an approved Messenger template (utility message). |
| 24 hours, extended to 7 days for replies written by a teammate | Wait until the contact writes again. | |
| TikTok | 48 hours | Wait until the contact writes again. |
| 48 hours | Wait until the contact writes again. | |
| Website chat, email, SMS, Telegram, Viber, LINE, custom channels | No window | Reply any time. |
Internal notes are never affected by messaging windows. You can always add a note to a conversation.
What you see when the window closes
When you open a conversation whose window has closed, the reply box is replaced by a notice, for example WhatsApp's messaging window closed, explaining the rule and linking to the platform's policy with Learn more.
- On WhatsApp and Messenger, the notice has a Send message template button.
- On Instagram, TikTok and WeChat, there's no template option. You can add internal notes until the contact replies.
Inbox › open a WhatsApp conversation whose last customer message is older than 24 hours
The composer replaced by the blue notice "WhatsApp's messaging window closed" with its explanation and Learn more link, the Send message template button below it, and the Add comment button.
File: screenshots/messaging-windows-and-templates-closed.png
How to send a message template
- Click Send message template. You can also open templates any time from the template icon in the composer toolbar.
- Choose a template:
- Recently used shows the templates you've sent before; All templates shows every approved template for this channel.
- Narrow the list with Search, Language, Category (WhatsApp) and Label.
- Click a template to see its text.
- Fill in each variable (Value 1, Value 2…). If the template has a location header, enter the Place name, Address, Latitude and Longitude. If it has a copy-code button, enter the Offer code.
- Click Send.
The template appears in the conversation with a Template label. When the contact replies, the window opens again and you can write freely.
Inbox › WhatsApp conversation › Send message template
The template window with the Recently used and All templates tabs, the Search box and the Language, Category and Label filters, a list of approved templates with name, language and category, and one template selected showing its text and the Value 1 and Value 2 fields, with Cancel and Send buttons.
File: screenshots/messaging-windows-and-templates-picker.png
Notes and limitations
- Templates are sent from the channel the conversation is on. To use another WhatsApp number, switch the channel line at the top of the composer first.
- Public replies to Facebook and Instagram comments have no window. See Facebook and Instagram Comments.
FAQ and troubleshooting
The customer wrote to me yesterday. Why can't I reply on WhatsApp?
WhatsApp allows free-form replies only within 24 hours of the customer's last message. After that, send a template. Once the customer answers, you can reply normally again.
Why don't I see Send message template on Instagram?
Instagram doesn't support templates. You can reply for up to 7 days after the contact's last message; after that, wait for them to write again.
Why does the template list say "No approved templates yet."?
No template for this channel has been approved by Meta yet.
What you can do:
- Create a template with Create template and wait for Meta's approval.
- Check the template's status in
Broadcasts › Templates. - On WhatsApp, use Sync from Meta on the templates page if a template was created outside Resool.
Do workflows follow the same windows?
Yes. Workflow and AI agent messages follow the same windows, without the 7-day human agent extension. Use a Send a WhatsApp template step in workflows to reach contacts outside the window.