24-Hour Response Window with WhatsApp Integration

[Reece Cawthorn]

Hi everyone,

I hope you're all doing well!

We're currently exploring the WhatsApp Integration with 3CX for a new customer and have encountered a challenge relating to the 24-hour response window imposed by WhatsApp.

As per WhatsApp’s official guidance:

"You may reply to a user message without using a Message Template as long as it's within 24 hours of the last user message. Conversations initiated by users open once the first business reply message is delivered. Outside the 24-hour customer service window, you may only send messages via approved Message Templates."

Has anyone found a practical workaround for this limitation within the 3CX WhatsApp Integration?

Specifically, we’re wondering whether it’s possible to send a pre-approved Message Template via an external platform (e.g., WhatsApp for Business) to a user who has previously been in contact — and then have any replies to that message routed into 3CX, as per the existing integration.

If anyone has experience with this or alternative suggestions, your input would be very much appreciated!

 

[erectaat]

I’ve seen this in another post in thread 'Why 3CX Cant initiate WhatsApp Chats?':
https://www.3cx.com/community/threads/why-3cx-cant-initiate-whatsapp-chats.132503/post-642950

 

[gentg]

Specifically, we’re wondering whether it’s possible to send a pre-approved Message Template via an external platform (e.g., WhatsApp for Business) to a user who has previously been in contact — and then have any replies to that message routed into 3CX, as per the existing integration.

I’ve built a small webpage that sends pre-approved template messages to specific phone numbers using the WhatsApp Cloud API. Meta charges me based on whether the message is categorized as a Utility or Marketing message. Most of my clients send Utility messages, typically asking customers to get back in touch. Once the recipient replies to that WhatsApp message, the response is automatically delivered to a designated destination within 3CX.