Messaging windows
When you can write freely and when you have to use a template.
Write to a WhatsApp or Instagram customer inside the window the customer opens by writing to you. Wrap keeps the countdown for that window in the conversation header: check it before you draft.
WhatsApp: 24 hours
Reply freely and at no per-message cost for the 24 hours after the customer's message. WhatsApp opens that window when the customer writes.
Once it closes, the only thing you can send is a template approved by Meta. When the composer says "The 24h window is closed", pick a template.
Instagram: two windows
Watch two windows on Instagram:
- The standard one, 24 hours.
- The human agent one, 7 days, for cases that need human follow-up.
When both close, no template helps: wait for the customer to write to you to resume.
What costs money
Check this table before you send. WhatsApp charges per delivered message, and Wrap warns you when a message has a cost:
| Case | Cost |
|---|---|
| A reply inside the 24-hour window | Free |
| A utility or authentication template, inside the window | Free |
| A utility or authentication template, outside the window | Charged |
| A marketing template | Always charged |
You can dismiss the warning, but the rule does not change.
Scheduling into a closed window
Schedule a WhatsApp message for a time beyond the window that is open now and Wrap books it anyway, with a warning. The customer reopens the window by writing to you before then. If the window is still closed when the time comes, the message does not go out and the scheduled strip explains why.