Re-Engagement Error While Sending a Message in the Open Reply Window

The Re-Engagement Error occurs when you attempt to send a message to a customer but the platform blocks it, despite the reply window being open.

Why Does This Error Occur?

WhatsApp's messaging policy enforces a 24-hour reply window. This means businesses can only send free-form (non-template) messages to customers within 24 hours of the customer's last response. If this window has elapsed, further communication requires the use of approved template messages.

If you attempt to send a non-template message outside of this window, the platform will display the Re-Engagement Error.

Resolution Steps

Step 1: Confirm the Time Since Last Customer Interaction

1. Check the time elapsed since the customer’s last reply.

2. If more than 24 hours have passed, proceed with the steps below.

Step 2: Use a Template Message

1. Select an approved template message from your messaging platform.

2. Personalize the template if necessary, ensuring it adheres to WhatsApp’s content guidelines.

   • Templates should not contain promotional language or unsolicited offers.

3. Send the template message to the customer.

Step 3: Wait for Customer Response

Once the customer responds to the template message, the 24-hour reply window will reopen. At this point, you can:

• Send free-form messages.

• Continue the conversation without restrictions.