Who starts the chat sets the rules
WhatsApp treats a conversation differently depending on who sends the first message:- The customer starts the chat. Meta opens a 24-hour customer service window. While it is open, you can reply with normal messages, not only templates. Each new message from the customer restarts the 24 hours.
- You start the chat. You can only send a template that Meta has approved. Meta charges for each delivered template, at a price set by its category (Marketing, Utility or Authentication) and the recipient’s country.
The free entry point window
When someone messages you from a Click to WhatsApp ad, using WhatsApp on Android or iOS, a free entry point window can open. If you reply within the 24-hour window, Meta doesn’t charge for the messages you send for up to 7 days from your reply, templates included. Flowella doesn’t count them towards your allowance. The 24-hour window still applies inside the free entry point window. Once it closes, you can only send templates, although they are still free. See The free entry point window.Choose a path
This flowchart picks a path from two questions: who starts the chat, and where your list of contacts lives.Compare the paths
Text Reply and Form Completed are Flowella triggers in HubSpot workflows. See HubSpot workflow triggers and actions.
Campaigns the customer starts
Click to WhatsApp ads
Use a Click to WhatsApp ad to get new leads from Facebook or Instagram. The ad opens a chat with your business, with a first message ready to send. Flowella records the ad’s click ID on the conversation, and a HubSpot workflow can answer with a Flow. See Click to WhatsApp ads.WhatsApp links and QR codes
Use awa.me link or a QR code on channels you own: your website, emails, packaging or posters. Each link can carry its own first message, so you can tell placements apart. If your organisation has entry points, an early-access feature, Flowella also gives each link or QR code a tracked link and its own counters. See Click-to-chat links and QR codes and Entry points.
Campaigns you start
HubSpot workflows
Use a HubSpot workflow when your audience is in HubSpot. The Send WhatsApp Template action sends an approved template, with or without a Flow button, to each contact the workflow enrols. The workflow can then wait for the reply or the Flow, and branch on it.- If a contact opted out on the WhatsApp number you send from, Flowella doesn’t send the message. The action fails with
CONTACT_OPTED_OUT. - If the same template goes to the same number from the same WhatsApp number within 15 seconds, Flowella sends it once. The other send fails with
DUPLICATE_TEMPLATE_SEND_SUPPRESSED.
Bulk send
Use Bulk send when your list is in a file, or for a one-off send to people who aren’t in HubSpot. Some tools call this a broadcast. You open an approved template, add numbers or import a.csv or .xlsx file on the Send tab, and queue the job.
Bulk send has these safeguards:
- Approved templates only. The Bulk send card stays locked until Meta approves the template.
- Opted-out numbers are skipped. Flowella checks every number against the opt-outs on the WhatsApp number you send from. It doesn’t send to opted-out numbers, and the send log shows “Recipient opted out of messages on this channel.”
- Duplicate protection. Each number gets the message once per job, from the first row with that number. If the same template goes to the same number from the same WhatsApp number within 15 seconds, Flowella sends it once and marks the repeat Suppressed. After 15 seconds a new job sends again, so don’t queue the same list twice.
- Scheduling. Under Schedule & limits, set Schedule (optional, local) to send at a later date and time. You can’t cancel or change a job after you queue it, so check it first.
- Resend unsent. If a job stops before every recipient is processed, the progress banner shows Bulk send finished with unsent recipients. Select Resend unsent to try again for the recipients who didn’t get the message. Anyone who already got it, or who opted out, isn’t sent it again.
- Statistics. When you queue a job, Flowella opens the template’s Statistics tab. It shows the job’s progress, the Current job summary and a Send log with the status of each message.
Before you launch any campaign
- Opt-in. Message only people who agreed to hear from you on WhatsApp. Meta requires it, and Flowella doesn’t record opt-ins for you. See You are responsible for WhatsApp opt-in and Opt-outs.
- The right template category. Use Marketing for promotions and Utility for updates about an existing order or account. See Template reference.
- Your messaging limit. Meta limits how many people your business can message first in a moving 24 hours. A new business portfolio starts at 250. See Messaging limits.
- Quality. Blocks and reports from customers lower your quality rating, and Meta can limit businesses whose quality stays low. Send messages people expect, at times that suit them. See Quality rating.
- A test send. Send the template to your own number first, and check every variable and button.
- A reply plan. Decide who answers replies before they arrive. See Reply to WhatsApp conversations and Assign, tag and add notes.
Related
Bulk send
Send a template to up to 50,000 contacts from a CSV or Excel file.
HubSpot workflow guides
Ready-made workflow recipes that send WhatsApp templates and Flows.
Click to WhatsApp ads
Turn Facebook and Instagram ad clicks into WhatsApp leads in HubSpot.
Click-to-chat links and QR codes
Start WhatsApp chats from your website, emails and print.
Pricing and message categories
What Meta charges for, and how Flowella counts usage.
Messaging limits
How many people Meta lets you message first in 24 hours.