Reopen a Closed WhatsApp Window
When the WhatsApp customer care window is closed, agents cannot send free text or media. Re-engage with an approved Utility template, wait for a reply (new window), then continue normally — optionally with a Bot Flow.
Instagram uses a different 24h / Human Agent path — Instagram 24-Hour Window and Human Agent.
Before you start
| Need | Where |
|---|---|
| Open WhatsApp thread | Answer a WhatsApp Chat |
| At least one Approved Utility template | Create and Approve a WhatsApp Template |
| Optional Bot Flow | Build Your First Bot Flow |
Path at a glance
- Recognise the closed window
- Send a Utility template
- Wait for the customer reply
- Continue (text, Flow, or Bot Flow)
- Alternatives
1. Recognise the closed window
Banner: Customer care window closed — free text and media are blocked.
Background: WhatsApp 24-Hour Window · troubleshooting Window Closed or Expired.
If the bot still owns the thread, Take Over first — then use Utility send.
2. Send a Utility template
- Click Send Utility template on the banner or WhatsApp toolbar.
- Modal: Send Utility template · APPROVED Utility only · language from template · works inside or outside 24h.
- Pick a template → fill required parameters → Send template.
Empty list: No APPROVED Utility templates found. Create and submit one in Broadcast → Templates.
Sent templates show a TEMPLATE label in the thread. Detail: Send a Utility Template.
Marketing templates are for campaigns — inbox reopen uses Utility only.
3. Wait for the customer reply
When the customer replies, a new customer care window opens and free text / media work again.
If they never reply, you can send another Utility later (within Meta policy) or leave the thread.
4. Continue (text, Flow, or Bot Flow)
| After they reply | Action |
|---|---|
| Normal chat | Type in the composer — Send a Text Message |
| Meta form | Send WhatsApp Flow (window must be open) — WhatsApp Flows |
| Scripted automation | Start Bot Flow — Start a Bot Flow from a Chat |
A template that includes a Flow button can also reopen engagement outside the window — publish the Flow first (G3).
5. Alternatives
| Option | When |
|---|---|
| Internal Note | Team-only; not sent to the customer — Internal Notes |
| Do nothing | Wait for inbound message |
| Campaign | Not a one-to-one reopen — use G1 for lists |
Quick paths
| Path | Steps |
|---|---|
| A. Utility only | Closed banner → Send Utility template → done |
| B. Utility → chat | Utility → customer replies → free text |
| C. Utility → Bot Flow | Utility → reply → Start Bot Flow |
| D. Utility template with Flow button | Approve Utility + Flow → send template → customer opens form |
| E. Note only | Internal Note (no customer message) |