Troubleshooting
Can't Send Freeform Messages
Understand why you can't send freeform messages and how to reopen the session window by sending a Template.
What it is
WhatsApp enforces a session window that allows freeform messaging for 24 hours after a Contact replies.
Once the session window closes, you can only send pre-approved Templates until the Contact replies again.
This policy ensures businesses don't send unsolicited messages and protects user privacy.
When to use it
- When you try to send a freeform message and DeelFlows shows a 'session window closed' error.
- When you want to re-engage a Contact who hasn't replied in over 24 hours.
- When you need to understand how WhatsApp's messaging rules work for business accounts.
Step by step
1. Check the Session Window Status
Open the Contact's conversation in the Inbox.
Look for the session window indicator at the top of the chat—it shows when the window closes.
If the session is closed, you'll see a message like 'Session window expired. Send a Template to re-engage.'
The session window opens for 24 hours whenever the Contact sends you a message.
2. Send a Template to Reopen the Window
When the session window is closed, you can only send approved Templates.
Click the Template button in the Inbox message composer to browse available Templates.
Choose a relevant Template based on your conversation context (e.g., order update, follow-up, promotion).
Fill in any variable fields with personalized content and send the Template.
The Contact will receive the Template as a normal message.
3. Wait for a Reply
Once the Contact replies to your Template, a new 24-hour session window opens.
During this window, you can send freeform messages without restrictions.
The session window timer resets every time the Contact replies.
Use the open window to have a natural conversation and resolve the Contact's needs.
4. Avoid Session Window Issues
Respond to Contact messages quickly to take full advantage of the 24-hour window.
Use Journeys to automate timely Template sends when you know a window is about to close.
Create Templates for common follow-up scenarios so you're ready when the window closes.
Encourage Contacts to reply during conversations to keep the window open longer.
FAQ & gotchas
Can I pay to extend the session window?
No. The 24-hour session window is a WhatsApp platform policy and cannot be extended or bypassed.
What happens if I try to send a freeform message when the window is closed?
DeelFlows will prevent the message from being sent and show an error. You'll be prompted to send a Template instead.
Do Templates count against the session window?
No. Templates can be sent at any time regardless of the session window status. However, sending a Template does not open the session window—only a Contact reply does.
Can I see when the session window will close?
Yes. The session window timer is displayed in the Inbox at the top of each conversation. It shows the remaining time before the window closes.
Does the session window apply to Broadcasts?
Yes. Broadcasts sent outside the session window must use Templates. Freeform Broadcasts are only possible during active sessions.
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