---
title: "Respond to and Initiate WhatsApp Messages"
slug: "respond-to-and-initiate-whatsapp-messages"
description: "Enhance customer support with WhatsApp. Learn how to assist Customers through the popular messaging platform and provide seamless communication."
updated: 2025-03-25T15:03:42Z
published: 2025-03-25T15:03:42Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Respond to and Initiate WhatsApp Messages

Assist Customers requesting support through [WhatsApp](/docs/set-up-and-configure-whatsapp).

## How messages are sent to Gladly from WhatsApp

![Contact information displayed with a highlighted WhatsApp number for easy access.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/whatsapp-phone-number.webp)

Customers can message you through your WhatsApp number. Their WhatsApp number is automatically added to the Contact Details section and is not editable.

## Reply to a WhatsApp message

1. If a WhatsApp message is routed to you, you may see a green notification banner at the top of your screen with the Customer’s name and a short preview of their message.
  - Click **Accept** to take the request, but depending on your [Conversation Workflow](https://help.gladly.com/docs/configure-messaging-routing-settings/#allow-agents-to-acceptdecline-incoming-message) settings, this may automatically get assigned to you.
2. You’ll see the **WhatsApp Composer** pop-up, ready for you to start writing your response.
  - **Note –**You only attach image files (png, jpeg, etc.). Document files (pdf, xls, etc.) are currently not supported.
3. Once you’ve completed your reply, click **Send**.

## Send a WhatsApp message to a Customer

You can initiate a WhatsApp message to a customer who has previously reached out on this Channel and whose WhatsApp number is part of their customer profile. Otherwise, you cannot initiate a new WhatsApp message.

1. From the Customer’s Profile, click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/gladly-plus-icon-green(1).svg).
2. From the list, select **WhatsApp**. The WhatsApp Composer will pop up, ready for you to start writing your response.
3. Once you’ve completed your reply, click **Send**.

### WhatsApp sent from the app instead of Gladly

Replies sent to Customers directly from WhatsApp (outside of Gladly) won't appear in the Conversation Timeline, but you will see the Customer's incoming messages in Gladly.

## End a WhatsApp Messaging session

A WhatsApp Messaging session ends if:

- The Customer stops responding, and the [session automatically ends](https://help.gladly.com/docs/messaging-session-auto-end-threshold-time).
- The last incoming message is marked as [No Reply Needed](https://help.gladly.com/docs/mark-a-conversation-as-no-reply-needed).
- The Conversation is closed by clicking **Close & Next** or **Close**.

### Error when sending a WhatsApp message

![WhatsApp message not sent due to expired 24-hour conversation window notification.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/whatsapp error message.png)

WhatsApp has [guidelines](https://www.twilio.com/docs/whatsapp/key-concepts#the-24-hour-window-or-24-hour-session) on the timing and methods for messaging your Customers. When a Customer sends a message via WhatsApp, it starts a 24-hour "session" or "window." During this time, you can send messages and this 24-hour session is refreshed with each new message you receive from them. The error “Message not sent. WhatsApp’s 24-hour conversation window has expired” appears in the Conversation Timeline if you send a message 24 hours after the Customers last message making it clear why you can no longer send a message to the Customer unless they message you back.