Skip to main content
Seamless Messaging lets your team reply to a customer on WhatsApp even when the customer hasn’t messaged in the last 24 hours. Agents type and send from the inbox the same way they do inside the window. There’s no template to find or fill in.
To turn it on and use it, see Seamless Messaging in the Inbox docs.

​
Why it exists

WhatsApp gives a business 24 hours to reply freely after a customer’s last message. After that, the reply box in the inbox locks, and an agent can only continue with an approved template. For a quick follow-up like “Your documents are ready, you can collect them tomorrow”, finding a template that fits slows your team down, or the conversation stops there. With Seamless Messaging on, the reply box stays open. Your team keeps the conversation going as if the window never closed.

​
How it works

1

An admin turns it on

An admin turns on Seamless Messaging for a WhatsApp number once. Gallabox sets it up, which usually takes a few minutes.
2

The agent types as usual

When a customer hasn’t messaged in 24 hours, the agent types a short reply and selects Send, the same as inside the window.
3

The customer receives it

The customer receives the message with a short closing line at the end. See What the customer receives.

​
What the customer receives

The customer receives your message as you wrote it, followed by a short line in italics with your business name in it:
This message is about your request or booking with <your business name>. Reply hi anytime if you have any questions.
Agents see the same line under the message in the chat, so they always know what the customer receives. When the customer replies, the 24-hour window opens again, and messages go out as normal replies without the closing line. Seamless messages are kept short: up to 3 lines of text, or an image, video or document with a short caption. See What a message can include.

​
Use it for updates, not promotions

Seamless Messaging is for replies, updates and follow-ups about something the customer asked for or booked. For example: A useful test: would the customer expect this message because of something they asked for or booked? If yes, it’s a good fit. WhatsApp treats promotional messages differently. Promotional messages sent after 24 hours may not be delivered, or may be charged at WhatsApp’s Marketing rate. If your team sends promotional messages this way, admins see a notice on the Seamless Messaging card and get an email. For offers and promotions, use an approved marketing template or a broadcast.

​
Seamless Messaging and templates compared

​
FAQs

Messages sent after the 24-hour window are charged at WhatsApp’s rates for business-initiated messages. Messages sent inside the window aren’t affected. See Message Credits for how WhatsApp messages are charged.
Seamless messages are kept short so they read as a quick reply or update. If you need to send something longer, use an approved template.
It’s not meant for offers. Promotional messages may not be delivered, or may be charged at WhatsApp’s Marketing rate. Use a marketing template or a broadcast for promotions.
Yes, for campaigns, offers and longer messages. Send Template stays in the reply box after 24 hours, so agents can still send any approved template.