How to send and reply to WhatsApp messages in the inbox ​

A WhatsApp inbox message is a chat you send from your business line to a contact. In AvenPing, open Messages, type in Type a message while the 24-hour customer service window is open, or send an approved template when that window is closed.

Prerequisites ​

Step-by-step ​

  1. Sign in and open Messages
    Sign in at app.avenping.com. In the left sidebar, click Messages.

  2. Select a conversation or start a new chat
    Click an existing conversation. To message a new number, click New chat, enter the phone number, and open the thread.

  3. Send a free-form reply while the window is open
    If the 24-hour customer service window is open (the contact messaged you within the last 24 hours), type in Type a message and press Enter to send.

  4. Reply to a specific bubble
    Hover a message, open the hover menu, and choose Reply. The composer shows a reply preview. Cancel it with the X if you no longer need a quoted reply.

  5. Attach media while the window is open
    Click the paperclip, then choose Image, Video, Audio, Document, or Location. Media is blocked when the 24-hour window is closed.

  6. Send a template when you need to reopen the conversation
    Click the paperclip and choose Templates (the approved count is shown in the label). Pick an approved template. This still works when the 24-hour window is closed; in that case the paperclip opens the Templates view directly.

  7. Use quick replies, forms, or catalogue (optional)
    Click the lightning icon for Quick replies (managed in Settings → Quick replies). While the window is open, paperclip → Forms lets you set Header, Body, and CTA, then Send Form. Paperclip → Catalogue offers Catalogue Message, Single Product Catalogue, Multi-Product Catalogue Message, and Carousel Catalogue Message.

  8. Assign, note, or unblock
    Use Assign agent in the conversation header to hand off (team accounts). Open contact info for notes, labels, and Block / Unblock. If the composer shows Can't send message and This contact is blocked, click Unblock to send again.

TIP

Free-form text, media, forms, and voice notes need an open 24-hour window. Templates are the path to message a contact after the window closes.

FAQ ​

What is the 24-hour customer service window?

WhatsApp lets you send free-form messages for 24 hours after the contact’s last inbound message. After that, you must send an approved template until they reply again.

Can I send a template while the 24-hour window is still open?

Yes. Paperclip → Templates works in both states. When the window is closed, the paperclip skips the media menu and opens Templates.

Why does the composer say Can't send message?

The contact is blocked. Click Unblock on that banner, or Unblock User in contact info, then try again.