Replying to customers

You reply from the message box at the bottom of a chat. What you can send depends on WhatsApp's 24-hour window: inside it you can send anything, outside it only an approved template.

How do I send a message?

1. Open the chat in the inbox.
2. Make sure Reply is selected above the message box.
3. Type your message.
4. Press Enter or click Send.

To start a new line without sending, press Shift + Enter.

The message shows on the right with ticks that turn blue when the customer reads it. Messages can be up to 4,096 characters.

Sending a reply takes over from the bot

If a chatbot flow was talking to this customer, your reply stops it, so the customer isn't talking to you and the bot at once. Your reply also clears the chat's reply deadline.

How do I send a photo, PDF or other file?

1. Click Attach under the message box and choose the file.
2. It shows above the box. Type a caption if you like.
3. Click Send (or press Enter).

To remove the file before sending, click the × next to it. Files can be up to 16 MB. WhatsApp has its own, smaller limits for some kinds of file (photos are usually up to 5 MB). Photos, videos, audio and documents such as PDF, Word and Excel all work.

Attach is greyed out when the 24-hour window is closed, or while you're writing a note.

Why is the message box locked?

You'll see 24-hour window closed: send an approved template above the box, and the box says Free-form replies are locked until the customer writes again.

This means the customer hasn't messaged you in the last 24 hours. WhatsApp only lets businesses send an approved template then. As soon as the customer replies, the box unlocks.

How do I send a template?

1. Click Template under the message box.
2. In Send a template, choose one from the Template menu. Only approved templates are listed.
3. Check the preview. If the template has blanks, fill in each Value for {{1}}, Value for {{2}} and so on. Type {{name}} to use the contact's name.
4. Click Send template.

If the list is empty, you'll see No approved templates yet. An admin needs to create one first: see Templates.

Templates may cost money

Meta charges for most templates. See What it costs.

How do I start a chat with a new customer?

You can't type a normal message to someone who has never written to you. Instead:

1. Go to Contacts and add the person, or find them.
2. Click Chat next to their name. The chat opens and says No messages yet. Start with an approved template.
3. Click Template and send one.

When they reply, you can chat normally.

Why is the Template button greyed out?

The contact has Opted out, so WhatsApp rules don't allow sending them templates. You'll see an Opted out badge above the message box. You can still reply normally if they message you. See Opt-outs and subscriptions.

How do I write a note only my team can see?

1. Click Internal note above the message box. The box turns yellow.
2. Type your note, for example "Customer wants a call back after 5 pm".
3. Click Save note.

Notes appear in the chat with a lock and Internal note · Your name. The customer never sees them. You can add notes even when the 24-hour window is closed. Switch back to Reply to message the customer.

Notes can't be edited or deleted after saving, so keep them professional.

How do I use a quick reply?

Type / in the message box, or click Quick reply. A list of saved replies appears. Keep typing to narrow it down (for example /price), then click the one you want. It fills the box, plus any attached file, and you can edit it before sending.

Admins create quick replies in Settings → Quick replies. See Quick replies.

Can I type by speaking?

Yes, in Chrome and Edge. Click Voice under the message box and allow the microphone when your browser asks. Speak, and your words appear in the box. Click Stop when you're done, check the text, then send.

Voice typing understands English (India, US and UK), Tamil, Hindi, Telugu, Kannada, Malayalam, Marathi, Bengali and Gujarati. Choose your language in Your account → On this device → Voice typing language.

The Voice button is missing or doesn't work

• The button only appears in browsers that support voice typing, such as Chrome and Edge. It doesn't appear in Firefox or Safari.
• If you see Allow the microphone to use voice typing, click the lock icon in your browser's address bar and allow the microphone for app.kilichat.com.
• Voice typing is turned off when the 24-hour window is closed, unless you're writing an internal note.

Can I send buttons, lists or locations from the inbox?

Not from the message box. Buttons, menus and location requests are sent by chatbot flows, or as buttons inside a template.

Can I edit or delete a message after sending it?

No. Once a message is sent, it's on the customer's phone. Check before you press Send.

My message shows a red warning sign. What happened?

It failed to send. The reason from Meta is shown under the message in red. Common reasons are the 24-hour window having closed, the customer's number not being on WhatsApp, or a problem with the number's connection. See Troubleshooting.

Can I send a message to many customers at once?

Not from the inbox. Use a broadcast to send a template to a group of contacts.