The WhatsApp 24-hour window

WhatsApp’s rule: when a customer writes to you, a 24-hour window opens. Inside it, you can reply with any message — text, photos, PDFs, voice notes. Once it closes, you can only send an approved template until they write again.

How PropZolo shows it

At the top of every WhatsApp conversation in the inbox:

• Window open · 5 h left (green) — type freely until the time shown; the badge turns amber in the last two hours.
• 24-hour window closed (amber) — more than 24 hours since the customer wrote; the composer offers the template picker instead.

Good habits

• Reply while the window is open — it is also when the customer is paying attention.
• End conversations with a question, so the customer’s answer re-opens the window.
• Keep a utility template ready for follow-ups after the window closes (“Hi {first name}, sharing the options we discussed…”).