Whenever a customer messages your business on its WhatsApp API number, it starts a 24-hour session window.
While this session is open, you can exchange unlimited messages with your customer. However, once the 24-hour period is over, WhatsApp closes the conversation.
This can lead to a big hassle in replying with your customers, especially if your brand receives a lot of support queries on a weekend that may only get replied to when your team is back on Monday.
DelightChat's solution to overcome the 24-hour rule
There are 2 types of WhatsApp 24-hour sessions.
- User-initiated: It's when your customer messages you and starts a 24-hour conversation window.
- Business-initiated: It's when the business sends a pre-approved template message, typically for transactional or promotional notifications.
To overcome the 24-hour rule, we have created a feature in DelightChat where you can send a business-initiated template message to a customer after the session window expires.
Whenever a conversation is past the 24-hour session window, you will see an option to send a template message.
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/61fcc9cbf97ff5373b6f5da6_send%20template%20message%20whatsapp%2024%20hour%20rule.jpeg)
Clicking on the button will open a modal where you can select which pre-approved template you want to send.
You would also have to resolve the variables in the template.
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/61fcca26e330bbf08b7311ba_whatsapp%2024%20hour%20session%20window%20limitation.jpeg)
We have a specific variable called [Value + Text] which allows you to write a longer message, thus allowing you to share an update customer and successfully overcome the WhatsApp 24 hour session window limitation.