Inbox and team
WhatsApp lets your team reply to a customer freely, without a template, for 24 hours after the customer's last message. Once that window closes, you can only send an approved template until the customer writes again.
The screens below are drawings of the Haiya app with sample data.
Open the customer's chat. While the window is open, a banner shows the time left. Expected result: you can type in the message box as usual.
Send text, photos, documents, voice messages, or buttons and lists. Each message the customer sends starts a fresh 24 hours. Expected result: ticks show sent, delivered and read.
Choose Send a template, pick an approved one and fill in its variables. Expected result: the template goes out, and the window opens again when the customer replies.
The customer's reply opens a new 24-hour window. Expected result: the banner shows the time left again.
When a step fails, Haiya shows a short message with what to do. Find the message in the first column.
| What you see | Why | What to do |
|---|---|---|
| You can only pick a template | The customer's last message is more than 24 hours old. | Send an approved template, or wait for the customer to write. |
| WhatsApp needs a payment method | Your WhatsApp account has no payment method at Meta. | Add one in your Meta business settings → Billing & payments. Haiya never handles payment. |
Meta charges your business per delivered message, and the rate depends on the message’s category and the customer’s country. Each business phone number has a monthly free tier of service messages. Meta bills your business directly, and Haiya adds nothing. The current rules are on Meta’s WhatsApp pricing page; to estimate a month, use the WhatsApp pricing calculator.
By Edward MwangiFounder, Haiya
Tell us the name of your business and what you were doing when it went wrong. A screenshot helps. Never send a password or an access token.
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