WazzaBeeThe 24-hour rule
in WhatsApp
The main rule of the official channel: as long as less than a day has passed since the customer's message, you reply freely and almost for free. After that, only with an approved template.
- A simple explanation
- How it affects the price
- How to use it
How leads are lost right now
Three situations almost every company knows
The message won't send and nobody knows why
An agent writes to a customer and the system asks for a template. It looks like a glitch, but it's a platform rule.
People think it's a limitation of the service
Customers compare providers and assume that somewhere the window doesn't exist. Everyone has it, because it's Meta's condition.
Businesses overpay for nothing
They send a paid template where a reply inside the window would have cost almost nothing.
What it looks like in a conversation
The customer writes and for 24 hours we reply however we like. Longer than that and we send a template, and the conversation continues.
How the connection works
Everything is remote. If the number is in order, the channel goes live in about 15 minutes
Sign-up and channel
You create an account and set up a WhatsApp Business API channel. We see your request straight away and get in touch.
Meta form
You fill in your company details right from the dashboard: name, number, channel name. We guide you through every field.
Confirming the +7 number
Meta sends a code by call or SMS and you enter it in the form. From that moment the number runs as a business channel.
Templates and launch
We prepare your first message templates and connect your CRM, and you can start writing to customers. After that you work from the chat or from your own system.
Business verification in Meta
Verification happens after the launch and does not affect messaging: until it is done Meta limits how many new conversations you can start per day, and afterwards the limit is lifted. We will help you collect the documents.
What you get
Clear about what's allowed when
Inside the window, free-form text; outside it, a template. One rule that always applies.
Cheaper conversations
Replies inside the window cost the minimum: it pays to have the customer write first.
The window is visible in the chat
Your dashboard shows whether the window is open for a given conversation.
Templates ready to go
We help you prepare a set of templates for the times when the window is closed.
The widget opens the window
A button on your website brings the customer in with the first message, followed by a full day of free conversation.
No surprises on the invoice
Once you understand the rule, you know in advance which message will be charged for.
Inside the window vs outside it
The same message costs differently depending on when it was sent
How much it will cost per month
Move the sliders to match your message volume. We use the current rates, the same ones charged to your balance
Your country
Meta rates depend on the recipients' country. The prices below already include our service fee.
Promos, discounts, invitations: marketing messages
Order status, appointment reminders, payment reminders
Everything an agent writes to a customer while the 24-hour window is open
What the plan includes
Connecting is free. You pay for the channel and for messages at Meta's rates
WhatsApp Business API channel
29 900 ₸ / month
or $69 · €60
Messages are billed by Meta: the price depends on the recipient's country and the type of conversation. Marketing messages cost more, while a reply sent within 24 hours after the customer writes is almost free. We quote the current rates when you connect.
Payment by Visa or Mastercard; for companies we issue an invoice.
What's included
- Official WhatsApp Business API channel
- Shared chat for the whole team: browser and phone
- Bitrix24 and amoCRM integrations
- Broadcasts and template notifications
- Open REST API and webhooks
- Free widget for your website
- Auto-replies: greeting and after-hours
- Help with setup and templates
- Voice messages transcribed by AI
- Quick reply templates
The first 7 days are free on any plan. Try it on your own customers and only then decide.
Free manager seats: 3. Each extra seat costs 3 000 ₸ a month.
Pay for six months and get 10% off, pay for a year and get 20% off.
How the 24-hour window works
Meta introduced this rule so businesses couldn't bury people in messages. For a company it comes down to simple logic: the customer starts the conversation, and for a day you talk freely.
The clock starts with the customer's message
Every incoming message reopens the window for another 24 hours. While it's open, your agent writes ordinary text and sends photos and documents without restrictions.
Outside the window, templates only
If the customer has been silent for more than a day, you can only write first with an approved template. It's spam protection, and it works the same way with every provider.
How it affects the price
Replies inside the window are charged at the minimum rate, templates at their own category rate. So it pays to have customers reach out themselves: through a widget, a QR code or ads that open a chat.
What to do in practice
Keep a set of templates for reopening conversations, reply quickly while the window is open, and don't let unhandled enquiries pile up, because every expired window costs more.
What's worth remembering
- An incoming message resets the clock
- Inside the window any text and media is allowed
- Outside the window, only an approved template
- A template reopens the window once they reply
- A widget and a QR code help customers write first
- A fast reply costs less than a delayed one
- The window is shown on the conversation card
- The rule is the same with every provider
Frequently asked questions
What are the 24 hours counted from?
From the customer's last message. Every new incoming message reopens the window.
Can the rule be worked around?
No, it's Meta's condition and it's the same for every service. Promises of "messaging without limits" mean either templates or a grey scheme that risks getting the number banned.
What can we send inside the window?
Any text, photos, documents and voice notes, just like an ordinary conversation.
What if the customer doesn't reply for several days?
You send an approved template. As soon as they answer, the window opens again and the conversation continues freely.
Does the window affect the price?
Yes, directly: a reply inside the window costs the minimum, while a template is charged by its category. The calculator above works it out.
How do we land inside the window more often?
Make it easy for the customer to write first: a widget on your website, a QR code in the window, ads that open a chat. We help set all of that up.
We'll set your messaging up so you pay less
We prepare templates for closed windows and help make sure customers write first. The first 7 days are free.