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Support agents can send pre-approved WhatsApp Template Messages directly from the Inbox. This is essential for initiating conversations or re-engaging users outside the standard 24-hour active window.

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How to Send

1

Open Flow Actions

Inside a conversation in the Inbox, locate the Send Flow icon (often represented by a lightning bolt or workflow symbol) near the text input bar.
2

Select Template Category

From the menu that appears, select Template Message.
3

Choose Your Template

Browse the list of your approved WhatsApp Templates and select the one you wish to send (e.g., “Order Confirmation”, “Appointment Reminder”).
4

Send

Click Send. The message will be delivered immediately.
Why use Templates? If a user has not messaged your bot in the last 24 hours, WhatsApp blocks standard free-form text messages. Sending an approved Template Message is the only way to re-open the conversation window or send notifications.