Terms in this channel
WhatsApp
WhatsApp 24-hour window
Learn when WhatsApp Business Platform replies need a template, which message resets the service window, and what to check before a delayed reply.
Read the answerWhatsAppWhatsApp message template
Understand approved WhatsApp message templates, when they are needed, and what to review before reusing one for another send.
Read the answerWhatsAppWhatsApp opt-in
Understand WhatsApp opt-in, review how permission is collected, and check how requests to stop messages reach your sending process.
Read the answerWho this applies to#
- The cited policy applies to businesses using WhatsApp Business Services to contact people who supplied their phone number and opted in
What WhatsApp compliance requires#
- On the WhatsApp Business Platform, businesses need the recipient's supplied mobile number and opt-in, must honor opt-out requests, and may use template-free replies only within 24 hours of the latest user message
- Outside the customer service window, the Business Platform permits only approved message templates used for their designated purpose
Audit structure
Check opt-in, the timestamp of the latest user message, and template purpose as separate conditions before sending
What this does not require#
- On the WhatsApp Business Platform, a reply within 24 hours of the latest user message does not require a template, though the other messaging-policy requirements still apply
Common mistakes#
- Measuring the service window from the business's last reply
- Reusing an approved template for a different purpose without review
WhatsApp compliance checklist#
- Record the recipient's opt-in and supplied number
- Calculate the service window from the latest user message
- Use an approved, purpose-matched template when the window is closed
OnVoard's take#
Start with an explicit send decision: permission first, then service-window state, then template purpose. A single generic WhatsApp allowed flag hides the rule that actually applies.