WhatsApp is the channel with the most provider rules — and the most used. It's worth understanding three concepts: templates, the 24-hour window, and the connection mode.
Templates
Every conversation started by the company — and every message outside the 24-hour window — needs an approved template. Templates are created and approved at the provider and synced into agents2.me in Templates.
A template has a body (with variables {{1}}, {{2}}…), a header (text or media), and, when it brings an image, it appears in the composer before sending.
24-hour window
| Situation | What you can send |
|---|---|
| Customer wrote in the last 24 h | Free text, media, quick replies, reactions |
| No interaction in the last 24 h | Only an approved template |
The block belongs to the provider. agents2.me just reflects the rule: the composer disables free text and offers the channel's templates (session_expired_template_required).
Connection modes
- Official API — a number dedicated to agents2.me. It is the recommended mode for operation.
- Coexistence (coexistence) — the phone continues to be used by the team. The session can expire and the channel needs to be reconnected; the channel card shows this state.
What the channel supports
| Feature | Support |
|---|---|
| Text, emoji, and formatting | Yes |
| Image, video, audio, document | Yes, with the provider's size limits |
| Location and contact (vCard) | Yes |
| Reactions and reply quoting | Yes |
| Interactive buttons and lists | Yes, according to the approved template |
| Scheduled templates | Yes (minimum of 5 minutes ahead) |
| Payment link | Yes, according to the available provider |
Operational limits
- One active number in one workspace at a time.
- Bulk sending only through Campaigns, with an approved template.
- Texts with a non-approved template are rejected with
template_not_approved.
Common problems
| Symptom | Probable cause |
|---|---|
| Canvas doesn't send text | 24-hour window closed — send a template |
| Expired session on the channel card | Coexistence mode: reconnect the channel |
| Template listed but not sendable | Template pending approval at the provider |
| Messages received but out of the queue | Channel's default queue changed |
See Troubleshooting for the diagnosis roadmap.