Hi ​@geraldine_oduber, the 24 hour limit is set and imposed by WhatsApp (Meta) directly, so you would need to follow their policies on how to reach your customers after the 24 hour mark. Front doesn’t have the ability to override or impact these time restraints, and instead serves as the delivery tool to pass on your message. Here’s an article from WhatsApp about those templates and how to submit them for approval: https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/. Once approved by WhatsApp, you’d be able to send those templates via Front.

Hi helena,

how can we initiate conversation through whatsapp to new customers/ create new conversation?

Hi ​@geraldine_oduber, that would be a question for WhatsApp again as they are the service provider for your communications so they set the policies and rules for how to contact your customers. I did find this article on their website about new customers opting in, and if you have further questions I suggest reaching out directly to them: https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in/