A session in WhatsApp only begins after the customer responds to the message. Until that moment, only template messages can be sent. After the reply, a 24-hour window opens during which any correspondence is allowed. If the customer does not respond, send a template message to re-engage them — it will remind the customer about the chat and help bring them back into the dialogue. To set up the correct sending of such a message, follow these steps.
Connect WhatsApp Business API.
1.1. Make sure your account is connected to a provider.
1.2. Check that the integration is configured and allows you to send messages via the API.
Set up message templates. If there is no template, create one and wait for moderation.
Go to the Bot Scenarios section of your Personal Account.
Open the desired script in the editor where you need to configure the reminder. If you don't have a script, [create a new one(/scripts/instructions/adding-script).
Click on the Information block that contains the reminder text.
Go to the Actions tab.
Click the Add action button.
Select the Attach WhatsApp template action.
Fill in the settings for the attached template:
5.1. Template ID: specify the template ID from the provider's personal account.
5.2. Template name: enter a name for clarity in the interface (for example, WA_Reminder).
5.3. Button message: if necessary, specify the text of the button for the response.
5.4. Image link: specify the URL if the template contains an image.
5.5. Parameters: add parameters if the template supports variables (e.g., customer name).
5.6. Button type: select the desired type from the drop-down list.
5.7. Language: select the template language from the drop-down list.
Save the script.
Test the script.
Send a message to a customer who has not responded for more than 24 hours to make sure that the message is delivered and the template is used correctly.