WhatsApp only allows free-form messages during the 24 hours after the customer's last message. After that, the conversation window is closed: you can no longer write freely to the customer from the Inbox, and only an approved template lets you get back in touch.
Kanal gives you two ways to reply to a customer whose window is closed.
Queue your reply
You can write your reply in the conversation as usual. Kanal queues it and sends the customer an invitation template to resume the conversation. As soon as the customer replies, the 24-hour window opens again and your reply is sent automatically.
This is the easiest option when you want to answer a question that was left unanswered: you do not have to pick a template yourself.
Queued replies rely on an approved invitation template for your number. If the option is not available on your account, restart the conversation with a template as explained below.
Restart the conversation with a template
Open the conversation in the Inbox.
In place of the message field, choose to restart the conversation with a template.
Select an approved template and fill in its variables if needed.
Send the template.
When the customer replies, the 24-hour window opens again and you can write freely: text, images, videos, audio or documents.
What is billed
The template sent to get back in touch (invitation or restart) is billed according to its category, marketing or utility, like any template.
Once the window is open again, your free-form messages are service messages: they are free up to 1,000 messages per number per month, then billed.
A utility template sent inside the window is billed from the first message.
Messages your customers send you are always free.
Meta bills each message sent, not 24-hour conversations. Rates are detailed in How much do WhatsApp conversations cost?