Skip to main content

Getting Ready for Inbound Conversations

Inbound conversations start when a customer sends the first message and you reply to keep the chat going. WhatsApp applies specific rules for when and how you can message customers. This page helps you prepare for handling inbound WhatsApp chats in ChatMaven.

Prerequisite

Complete the WhatsApp Integration setup before using this guide.

Understanding the customer service window​

WhatsApp uses a customer service window: a fixed period (usually 24 hours) after the customer last messaged you. While that window is open, you can send free-form replies without using a template. Once more than 24 hours have passed since the customer's last message, you are outside the window. To reach them again, you typically need to use an approved message template to reopen the conversation.

Some entry points (for example, when a customer reaches you via a WhatsApp button on your Facebook page) can open a longer free entry-point window (e.g. 72 hours). That gives you more time to reply without template charges. Planning your entry points helps you make the most of these windows.

For full details on conversation types and windows, see Meta's documentation on conversation types.

Sending message templates outside the window​

When the customer service window has closed, you can still follow up by sending a pre-approved message template. Templates must be submitted and approved in your WhatsApp Business Account before use.

"Hi {{1}}, I wanted to follow up and see if everything is going well. Feel free to reach out if you need any help."

In ChatMaven (or your WhatsApp provider), use the option to Templates, choose the approved template, fill in any parameters (e.g. the contact's name), review, and send. Sending templates may incur per-message charges depending on your provider and Meta's current pricing.

You can create and submit your own templates in Meta Business Manager; approval times and rules are set by WhatsApp.

Adding a WhatsApp button to your Facebook page​

Linking a WhatsApp button to your Facebook Business Page gives customers a clear way to start a chat. In many cases, conversations started from this entry point get a longer free conversation window (e.g. 72 hours instead of 24), so you have more time to respond without using a template.

You typically need:

  • A WhatsApp Business Account (WABA) linked to your business number
  • A Facebook Business Page

Steps (in Facebook):

  1. Open your Facebook Page → Settings
  2. Go to Linked accounts
  3. Select WhatsApp, then enter the phone number used for your WABA
  4. Click Send WhatsApp code and enter the code you receive on WhatsApp
  5. Confirm the number, then Add button so the WhatsApp button appears on your page

This creates a simple, effective entry point for inbound conversations. Combine entry points with your website, ads, and other channels so customers always have a clear path to message you on WhatsApp.

Limitations and unsupported message types​

Some messages from contacts may appear in ChatMaven as Unsupported message (with a technical payload) instead of readable content. WhatsApp supports message types that not every platform can display; the message is still delivered, but the content may not be shown in the inbox.

Examples of unsupported or limited message types:

  • Disappearing or view-once messages
  • Edited messages
  • Oversized media files
  • View-once media
  • Multiple images sent as an album in one go
  • WhatsApp Flows and interactive flow messages
  • Interactive CTA URL button messages
  • Location request messages
  • Address messages
  • Reaction messages
  • Certain group or broadcast messages when using WhatsApp Coexistence

Unsupported display can also occur when the contact uses a companion app (e.g. WhatsApp for Windows or WearOS) or when they message from a WhatsApp Business API or Coexistence account. In those cases, asking the contact to resend from their primary WhatsApp device often resolves it.

What you can do:

  • For disappearing or view-once messages: ask the contact to turn off those settings and resend, or share the content in another way (e.g. screenshot or text).
  • For Coexistence or unsupported device cases: ask them to resend from their main phone.
  • For other types that can't be resent: ask them to share the information by text or screenshot.

For official message-type details, see Meta's documentation on message types.

Message shows as sent but the contact didn't receive it​

If a message is marked sent in ChatMaven but the contact says they didn't get it, delivery can still depend on the contact's app, device, and account status. For example:

  • The contact was offline for a long time and the message was no longer held for delivery
  • The contact blocked your business number (or another number of yours)
  • The contact is in a restricted or unsupported region
  • The contact uses multiple devices and the message was delivered only to one device

You cannot "resend" the same message automatically. What you can do: reach out on another channel, ask them to send a new WhatsApp message to reopen the conversation, and send your reply again within an open conversation window.

Need help?​

FAQ and troubleshooting​

Inbound messages never reach the inbox.​

Confirm the webhook is subscribed to messages (and related fields) in Meta, that ChatMaven shows the number as connected, and that the customer is messaging the correct WhatsApp Business number.

Duplicate threads or wrong contact merge.​

This can happen when identifiers change (e.g. different channel IDs). Align phone number formatting and avoid creating parallel entry points for the same line.

Media or location messages are missing.​

Ensure media webhooks are enabled and that file types are supported. Very large attachments may fail depending on provider limits.