WhatsApp uses a 24-hour Customer Service Window:

• When a WhatsApp user messages your business, a 24-hour timer starts.
• During this window, you can send any type of message (text, media, etc.).
• You can also send other WhatsApp template messages at any time within this window.
• Outside the window, you can only send approved WhatsApp templates.

If you do not have template messages set up and approved by Meta, see our guide:
How to Create a WhatsApp Template Message.

Before sending a template message, ensure you have one or more approved templates in your WhatsApp Business Account.

Step 1: Open a new chat

1. Open New Chat in YakChat.
2. Add a recipient.

Step 2: Select WhatsApp as your channel

1. In the message toolbar, select WhatsApp from the channel drop-down menu.

Step 3: Choose a template

1. Click Send a Template.
2. Select your approved template from the list.
3. If the template contains variables, fill in the required fields.

Step 4: Send your template message

1. Click Send. Your template message will now be delivered.

If your customer has messaged you recently and you are inside the 24-hour window, send regular messages as follows:

Step 1: Open the existing WhatsApp conversation

1. Open the WhatsApp conversation in YakChat.
2. Check the timer showing time remaining in the Customer Service Window.

Step 2: Compose and send your message

1. Type your message in the message box.
2. (Optional) Attach a supported file: PDF, JPEG image, or MP4 video.
3. Click Send. Your message will be delivered immediately.

YakChat now supports replying to and reacting to individual WhatsApp messages:

Step 1: Replying to a message

1. Select the WhatsApp message you want to reply to.
2. Click the arrow beside the message to Reply. Your response will show the quoted message for context.
3. Click Send. Your message will be delivered immediately.

Step 2: React to a message

1. Select the message you want to react to.
2. Click the emoji options beside the message and choose an emoji reaction of your choice (e.g., thumbs-up).
3. The recipient will see your reaction, and you’ll see theirs in real time.

Note: Reactions on broadcast messages may overwrite each other. This will be addressed in a future update.

• How to Create a WhatsApp Template Message
• How to Configure the WhatsApp Integration in YakChat