Why can't I reply after 24 hours on WhatsApp?
WhatsApp, Instagram and Messenger allow free replies only within 24 hours of the customer's last message. Here's what to do after.
- In the business app
- On business.zinola.in
Updated
WhatsApp only lets a business send a free-text reply within 24 hours of the customer's last message. Instagram and Messenger have the same rule. After that, the conversation has gone quiet, and you can't send it an ordinary reply until the customer writes again.
This is Meta's rule, not Zinola's. It applies to leads that came in on a WhatsApp, Instagram or Messenger account you've connected.
How you'll know
Open the lead. The reply box tells you when the conversation has gone quiet, before you write anything. Leads from your Zinola page, the marketplace or a spreadsheet aren't affected.
What you can do
- Call them. If the lead has a phone number, tap Call.
- Email them, if they left an address.
- Wait for them to write. As soon as the customer sends a new message, the 24 hours start again and you can reply freely.
Outside the 24 hours, WhatsApp only accepts template messages that it has approved in advance.
Related: Reply to a lead and Reconnect or disconnect a channel.