This article covers three areas of WhatsApp integration you will manage after the initial setup: message templates for re-engaging customers, media file support, and the 24-hour session window with auto-close settings.
Message Templates
WhatsApp requires approved message templates when initiating conversations or re-engaging customers after the 24-hour messaging window has closed. Templates are created in your Meta Business Account and automatically synced to Social Intents.
Retry Template
When an agent replies and the 24-hour session has expired, Social Intents cannot send a free-form message. Instead, it automatically sends a fallback template message. Configure the retry template in Settings > Outbound Settings:
- Select the template from the dropdown (fetched from your Meta account)
- Map template variables to conversation data
- The retry template is sent automatically when a free-form reply would fail
Outbound Template
When agents compose a new WhatsApp conversation from the inbox, they must select a pre-approved template for the first message. Set the default outbound template in Outbound Settings. Agents can also choose a different template from the dropdown when composing.
Template Content Preview
Paste the text of your templates in Outbound Settings so agents can see a preview of what the customer will receive before sending. This helps agents select the right template and fill in variables correctly.
Creating Templates in Meta
Templates are created and approved in your Meta Business Account at business.facebook.com under WhatsApp Manager > Message Templates. Meta reviews each template before approval. Common template categories:
- Utility - Order updates, appointment confirmations, account notifications
- Marketing - Promotions, product announcements, newsletters
- Authentication - Verification codes, two-factor authentication
Media Support
WhatsApp conversations support rich media in both directions:
| Media Type | Inbound (from customer) | Outbound (from agent) |
|---|---|---|
| Images | Yes - displayed inline in transcript | Yes - send image via URL |
| Documents (PDF, Word, Excel) | Yes - download link in transcript | Yes - uploaded via WhatsApp API |
| Audio | Yes - playable audio in transcript | No |
| Video | Yes - playable video in transcript | No |
| Stickers | Yes - displayed as image | No |
Inbound media files are automatically downloaded from Meta and stored securely. They appear in the conversation transcript and chat history.
24-Hour Messaging Window
WhatsApp enforces a 24-hour session window. After a customer's last message, you have 24 hours to respond with free-form text. After 24 hours, you must use an approved message template to re-engage.
Session Timeline
- Customer sends a message - the 24-hour window opens
- Agents can reply freely for 24 hours from the customer's last message
- Each customer reply resets the 24-hour window
- After 24 hours with no customer message, free-form replies are blocked
- To continue, send an approved template message - if the customer replies, a new 24-hour window opens
Session Management
Auto-Close
Configure how long inactive WhatsApp chats stay open before being automatically closed. Go to Settings > Outbound Settings and set the auto-close interval:
- Never
- 1 hour
- 3 hours
- 6 hours
- 12 hours
- 1 day
- 2 days
- 3 days
When a conversation is auto-closed, it is marked as completed in your reports. If the customer messages again, a new conversation is created.
Conversation Tracking
Open conversations are tracked by account, widget, phone number, and customer phone. If a customer messages again while a conversation is still open, it continues in the same thread rather than creating a new one.
WhatsApp in Reports
WhatsApp conversations appear throughout your reports:
- Chat History - Full transcripts with media, visitor details, and agent assignment
- Actions Report - Shows as "WhatsApp" action type alongside Live Chat, Email, SMS, etc.
- Agent Activity - WhatsApp chats count toward agent response time and chat volume
- CSV Export - WhatsApp transcripts are included in Chat Report and Actions Report exports
- Contacts - WhatsApp customers are saved as contacts with their phone number in E.164 format
Preguntas frecuentes
What happens if I do not set a retry template?
If an agent tries to reply after the 24-hour window and no retry template is configured, the message will fail to send. Always configure a retry template in Outbound Settings.
Can I send images and documents to customers?
Yes. Agents can send images via URL and documents uploaded through the WhatsApp API. Audio, video, and sticker outbound sending is not supported.
How do I know when the 24-hour window expires?
Social Intents handles this automatically. If the window is open, your reply is sent as a free-form message. If it has expired, the retry template is sent instead.