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How approved WhatsApp templates are sent from Chat and from Broadcast → New broadcast — including the 24-hour window and scheduling.

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Quick reference

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24-hour messaging window

WhatsApp session messaging allows free-form replies while the customer has messaged you within the last 24 hours. When the window expires:
  1. Normal composer input is hidden
  2. Alert banner appears:
    “The 24-hour messaging window has expired. You can only send template messages until the recipient replies to reopen the conversation window.”
  3. Agent uses Templates button to send an approved template
  4. When the customer replies, the window reopens — free-form chat returns
Co-Admin should explain this as a WhatsApp policy, not a Vendschat bug. Deep dive: Channels FAQ — 24-hour window

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Opening the template modal in Chat

Templates control in the message composer toolbar (when expired or for proactive template sends). Modal title flow: Send Template Message

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Steps inside modal

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Template filters (in modal)

Backend rule: Template must be approved before sending — pending templates cannot deliver.

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Modes

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Sending a template (single)

  1. Open Chat thread (or New Chat)
  2. Click Templates in composer
  3. Select approved template
  4. Enter variable values matching {{n}} in body
  5. Review preview (WhatsApp-style)
  6. Send Template Message
Message appears in thread history as a template send; delivery statuses follow normal WhatsApp ticks.

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Scheduling a template

From the template modal:
  1. Choose template + variables
  2. Set schedule date/time
  3. Confirm schedule
Backend stores scheduled template message for the thread — fires at scheduled time (requires approved template + valid session/channel). API path concept: threads/{threadId}/template-schedules

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Template broadcast from Chat

Broadcast mode in template modal:
  1. Select template
  2. Choose labels (segment) — same label system as shared inbox
  3. Optionally create label inline
  4. Send broadcast
Replies land in Chat — staff should monitor labeled threads (e.g. MOM-2025-reply). Large campaigns use the same Chat → template composer → Broadcast flow. The sidebar Broadcast page (/broadcast) lists campaigns in the UI roadmap but Create New Broadcast there is not wired yet — compose from Chat. Deep dive: Broadcasts — campaigns

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New Chat + templates

New Chat (+) from Chat header:
  • For WhatsApp, first outbound message to a new number typically requires an approved template
  • Modal may start at channel step when multiple WhatsApp lines exist
  • Phone number field for recipient
Agents cannot cold-message arbitrary text outside session rules.

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Messenger & Instagram

Template Messages hub shows Messenger/Instagram cards, but WhatsApp has full create/list/send integration today. Messenger and Instagram DMs follow session messaging rules on those platforms — not WhatsApp template catalog. Co-Admin: route WhatsApp template questions here; route IG/FB session questions to Messenger & Instagram channels.

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Variable mapping at send time

Template body stored as:
At send, agent or automation supplies: Mismatch or missing variables cause send errors — keep templates simple.

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Analytics & template performance

After sends:
  • Analytics → WhatsApp channel → Template performance
  • Compare reply rates, button engagement
  • Message logs — filter Template type, Failed status
Deep dive: Analytics FAQ

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Compliance checklist

  • Only message customers who opted in or messaged you first
  • Match template text to what you promised in chat
  • Honor opt-out — label Do-not-broadcast
  • Use Utility for transactional; Marketing only with consent

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Troubleshooting