Sending Messages
The message input area at the bottom of the conversation window lets you send different types of messages to your customers.
Within the 24-Hour Window
When the 24-hour window is active (green dot on the contact), you get a full-featured message editor:
2. Capture the message input area showing the editor and all toolbar buttons
Save to:
static/img/screenshots/chat/sending-messages/message-editor-active.pngText Messages
- Type your message in the text editor
- Use formatting buttons in the toolbar for bold, italic, and
strikethrough - Click the Send button or press Ctrl+Enter to send
Action Buttons
The message toolbar shows different buttons depending on the conversation channel:
Common buttons (all channels)
| Button | Icon | What it does |
|---|---|---|
| Attachments | Paperclip | Send images, videos, documents, or audio files |
| Emoji | Smiley face | Open the emoji picker to add emojis to your message |
WhatsApp-only buttons
| Button | Icon | What it does |
|---|---|---|
| Send Template | Lightning bolt | Send an approved WhatsApp template message |
| Send Flow | Clipboard | Send a WhatsApp Flow (interactive form) |
| Send Product | Shopping bag | Send a product message from your catalog (if enabled) |
Messenger / Instagram buttons
| Button | Icon | What it does |
|---|---|---|
| Structured Messages | Squares plus | Send Messenger templates — button templates, generic templates, or product messages |
The toolbar buttons change automatically based on the channel of the current conversation. You don't need to switch anything manually.
Sending Attachments
- Click the paperclip button in the toolbar
- Select a file from the file manager
- A preview dialog opens showing your selected media
- Add an optional caption
- Click Send
2. Select an image from the file manager
3. Capture the media preview dialog with the caption field and send button
Save to:
static/img/screenshots/chat/sending-messages/send-media-dialog.pngSupported media types:
| Type | Formats |
|---|---|
| Image | JPG, PNG |
| Video | MP4 |
| Document | |
| Audio | Audio files |
Emoji Picker
Click the smiley face button to open the emoji picker. Browse categories or search for specific emojis. Click an emoji to add it to your message.
2. Capture the emoji picker panel showing emoji categories and search
Save to:
static/img/screenshots/chat/sending-messages/emoji-picker.pngSending Template Messages from Chat
Click the lightning bolt button to send a template message. This opens a template selection dialog:
- Browse or search for an approved template
- Click the template to select it
- Fill in parameters if the template has variables
- Upload media if the template has an image/video/document header
- Click Send
2. Select a template with parameters
3. Capture the dialog showing the template and parameter fields
Save to:
static/img/screenshots/chat/sending-messages/send-template-dialog.pngUnlike Compose Message which broadcasts to multiple contacts, sending a template from Chat sends to this one contact only. The contact is auto-selected — you don't need to choose recipients.
Sending WhatsApp Flows
Click the clipboard button to send a WhatsApp Flow message. This sends an interactive experience (like a form or survey) to the customer.
Sending Product Messages
If your business has a WhatsApp Product Catalog configured, click the shopping bag button to send product messages to the customer.
The shopping bag button only appears if the catalog feature is enabled for your account.
Sending Structured Messages (Messenger / Instagram)
If the current conversation is on Facebook Messenger or Instagram, you can send structured messages by clicking the Structured Messages button (squares-plus icon) in the toolbar.
Available structured message types:
| Type | Description |
|---|---|
| Button Template | A text message with up to 3 action buttons |
| Generic Template | A card with image, title, subtitle, and buttons |
| Product Message | A product card from your catalog |
- Click the Structured Messages button
- Choose the message type
- Fill in the required fields
- Click Send
Structured messages follow Facebook's messaging policies. The available formats differ from WhatsApp templates and are specific to Messenger and Instagram.
Outside the 24-Hour Window
WhatsApp
When the 24-hour window has expired (red dot on the contact), the text editor disappears. Instead, you see a single button:
"Send Template Message"
Click this to send an approved template, which re-opens the conversation window once the customer replies.
2. Capture the bottom area showing only the "Send Template Message" button
Save to:
static/img/screenshots/chat/sending-messages/outside-window.pngMessenger / Instagram
When there is no recent conversation activity, the message editor is replaced with an informational notice:
"No recent conversation. Send a message when the customer messages you."
Unlike WhatsApp, there is no template fallback — you must wait for the customer to message you first.
Facebook Messenger and Instagram do not use the same 24-hour window concept as WhatsApp. Instead, messaging availability depends on the platform's own policies. When the conversation is inactive, you cannot send any messages until the customer reaches out again.
Special States
Account Suspended
If your account has a billing issue, a yellow warning bar appears instead of the message editor with a link to the billing page to resolve the issue.
Contact Opted Out
If the contact has opted out of receiving messages, a red warning bar appears:
"This contact has opted out of messages. They will not receive any messages until they send a message to opt back in."
No messages can be sent to opted-out contacts — not even templates. This applies across all channels (WhatsApp, Messenger, and Instagram).
2. Capture the red warning bar at the bottom of the conversation
Save to:
static/img/screenshots/chat/sending-messages/opted-out-warning.pngOnce a contact opts out, you cannot send them any messages — not even templates. The contact must send a message to you first to opt back in.