WhatsApp lets you reply in free text only within the 24-hour customer service window opened by the customer's last inbound message. In the WhatsApp Messages section, each conversation shows a countdown badge for that window.
- While the window is open, type your message and click Send.
- Once it closes, the composer is disabled, and you can only continue the conversation with an approved message template.
- The window is tracked in the WhatsApp Session Expires At default tag. It's set automatically on each inbound message and stores only the current window, with no history.
Tracing chats that came from ads. When a customer messages you from a Click-to-WhatsApp ad, Pushwoosh saves the ad click to the customer's profile in two default tags:
- WhatsApp Ad Click ID: the ad click ID (
ctwa_clid). Meta sends it once, on the message that opens the conversation. - WhatsApp Ad Click Date: the time of that click.
A newer ad click overwrites both tags. You can use them to trace a conversation back to the ad that started it.
Learn more: Send free-form messages and view your WhatsApp conversations, Default tags
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