Schedule a WhatsApp Template Message
WhatsApp template messages can be selected from a contact's WhatsApp conversation and scheduled for a future date and time.
Select the WhatsApp Template
Go to Conversations.
Select the contact you want to message.
Select the WhatsApp tab in the message composer.
Select the WhatsApp template you want to send.
Click Use Template.
The selected template is added to the WhatsApp message composer.
Open the Schedule Send Options
Click the scheduling button next to Send. The Schedule your WhatsApp window opens and allows you to choose the delivery date, time, and account timezone.
Select the Scheduled Date and Time
Select the Date field.
Choose the date when the template should be sent.
Select the Time field and choose the delivery time.
Confirm the displayed Timezone (Account) is appropriate.
Click Send schedule.
The selected date and time must be in the future.
Confirm the Template Is Scheduled
After scheduling, the message appears in the conversation with its scheduled delivery date and time.
The scheduled timestamp shown in the conversation confirms that the WhatsApp template has been queued for future delivery.
Schedule a Free-Form WhatsApp Message
A free-form WhatsApp message can only be sent while an active Customer Service Window is open. A Customer Service Window lasts for 24 hours after the customer's most recent inbound WhatsApp message.
Write and Schedule the Free-Form Message
Go to Conversations.
Select the contact you want to message.
Select the WhatsApp tab.
Type the free-form message.
Click the scheduling button next to Send.
Select the date and time when the message should be sent.
Click Send schedule.
The scheduled delivery time must remain within 24 hours of the customer's most recent inbound WhatsApp message.
Confirm the Free-Form Message Is Scheduled
After scheduling, the free-form message appears in the conversation with its scheduled delivery date and time.
The scheduled timestamp confirms that the free-form WhatsApp message has been queued for delivery.
WhatsApp Customer Service Window
The WhatsApp Customer Service Window is a 24-hour period that begins when a customer sends your business an inbound WhatsApp message. During an active Customer Service Window, you can send free-form WhatsApp messages without using a pre-approved template.
A free-form scheduled message must be scheduled to send before that 24-hour window closes. If the Customer Service Window is not open, use an approved WhatsApp template instead.
Scheduling Requirements
A WhatsApp template message must be scheduled for a future date and time.
A free-form WhatsApp message must meet both of these requirements:
The scheduled date and time must be in the future.
The scheduled delivery time must fall within 24 hours of the customer's most recent inbound WhatsApp message.
Common Issues and Fixes
I cannot schedule a free-form WhatsApp message
Confirm that the customer has sent an inbound WhatsApp message within the last 24 hours. Free-form messages require an active Customer Service Window. If the window has closed, use an approved WhatsApp template instead.
The scheduled date or time is not accepted
Make sure the selected date and time are in the future. For free-form messages, also make sure the scheduled delivery time occurs before the Customer Service Window closes.
My free-form message needs to be sent after the 24-hour window
A free-form message cannot be scheduled outside the active Customer Service Window. Use an approved WhatsApp template if the message needs to be delivered after the 24-hour window.
I need to change a scheduled message
Scheduled messages cannot currently be edited. Delete the scheduled message and create a new scheduled message with the required content, date, or time.
FAQ
Can I schedule a WhatsApp template message for later?
Yes. In Conversations, select the contact and the WhatsApp tab, choose the WhatsApp template, click the scheduling button next to Send, select a future date and time, and click Send schedule.
Can I schedule free-form WhatsApp messages?
Yes. A free-form WhatsApp message can be scheduled only while an active Customer Service Window is open. The scheduled delivery must occur within 24 hours of the customer's most recent inbound WhatsApp message.
What is a Customer Service Window?
A Customer Service Window is the 24-hour period that begins when a customer sends your business an inbound WhatsApp message. During this period, you can send free-form WhatsApp replies without using an approved template.
What happens if I try to schedule a free-form message outside the 24-hour window?
A free-form WhatsApp message cannot be scheduled outside the active Customer Service Window. Use an approved WhatsApp template if the message needs to be sent after the window closes.
How do I know if my WhatsApp message was successfully scheduled?
After you click Send Schedule, the message appears in the conversation with its scheduled delivery date and time. The displayed scheduled timestamp confirms that the message has been queued for delivery.
Can I edit or cancel a scheduled WhatsApp message?
Scheduled messages cannot currently be edited. To make a change, delete the scheduled message and create a new one with the correct content, date, or time.