Starting and reopening conversations

Reaching a customer when no conversation window is open.

You can type any reply you like while a conversation window is open. When there is no open window — because the customer has never written to you, or because too long has passed since their last message — WhatsApp only accepts an approved template.

You do not have to keep track of this. The Inbox knows the state of every conversation and shows it in the chat: an open window has the normal message box, a closed one offers your templates instead.

See The customer service window if you want to deeply understand how it works

Start a new conversation

Use New chat at the top of the chat list, choose Start a chat with a phone number, enter the number and select Start. Since the customer has not written to you, there is no window — pick a template to open the conversation.

Fill in any variables the template has — a name, an order number, a date — and send.

Once the customer receives it, a new window opens and you can reply freely from there.

Reopen a closed conversation

Same thing, from inside an existing chat. Open it, send a template, and the conversation is live again.

This is how you follow up: chasing an unpaid quote, confirming a delivery date, checking in after a visit.

Where templates come from

Templates are created and approved in the Hub, not in the Inbox. The Inbox sends the ones you already have.

To create one, go to 360Dialog Hub, Channels → your channel → Templates in the Hub and select New template. See Templates for the full walkthrough, and Templates for what Meta allows in template content.

A handful of templates covers most follow-ups: a greeting, an order or booking update, a payment reminder, and a re-engagement message. Approval is not instant, so get those in early — before the afternoon you actually need one.