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

# Templates and the 24-hour window

> When you can message a customer freely on WhatsApp, and what to do after 24 hours.

WhatsApp has a rule: you can reply freely for **24 hours** after the customer's last message. After that, you can only message them with a **template**: a message Meta approved ahead of time.

## How you see it in Ash

When more than 24 hours have passed, the conversation shows the **+24h** tag. Ash can't message them on its own until the customer writes again.

## If you need to message them after 24 hours

Message us from **Settings → Support** and we'll prepare the template for you.

When the customer replies, the 24-hour window opens again and Ash picks the conversation back up.

## Next steps

> **[WhatsApp costs](/en/whatsapp/costos.md)**
>
> Included in your subscription.

> **[Protect your number](/en/whatsapp/cuida-tu-numero.md)**
>
> Who you're allowed to message.


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