> ## Documentation Index > Fetch the complete documentation index at: https://docs.gallabox.com/llms.txt > Use this file to discover all available pages before exploring further. # Understanding Seamless Messaging > What Seamless Messaging is, why the 24-hour window gets in the way, what customers receive, what it costs, and what to use it for. > [!NOTE] > > **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](https://docs.gallabox.com/conversations/seamless-messaging.md) 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). ## 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 \. 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](https://docs.gallabox.com/conversations/seamless-messaging.md#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: | ✓ Good fit | ✗ Use a marketing template instead | | :- | :- | | "Your documents are ready. You can collect them tomorrow after 10 AM." | "Get 20% off all bookings this weekend!" | | "We've rescheduled your visit to Friday, 4 PM." | "Check out our new collection." | | "Following up on your enquiry: the price for 2 adults is ₹18,500." | "Limited-time offer: book now and save." | 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](https://docs.gallabox.com/whatsapp/templates/custom-marketing.md) or a [broadcast](https://docs.gallabox.com/whatsapp/broadcasts/create-broadcast.md). ## Seamless Messaging and templates compared | | Seamless Messaging | Approved template | | :- | :- | :- | | Who writes the message | The agent, in the reply box | Written once, then picked and filled in | | Length | Up to 3 lines | Up to 1,024 characters | | Buttons | No | Yes | | Best for | Quick replies and follow-ups after 24 hours | Campaigns, offers, and messages you reuse often | ## FAQs > [accordion] How much does a Seamless message cost? > > 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](https://docs.gallabox.com/pricing-and-billing/message-credits.md) for how WhatsApp messages are charged. > [accordion] Why can I only send 3 lines? > > 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. > [accordion] Can I send offers through Seamless Messaging? > > 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](https://docs.gallabox.com/whatsapp/templates/custom-marketing.md) or a [broadcast](https://docs.gallabox.com/whatsapp/broadcasts/create-broadcast.md) for promotions. > [accordion] Do I still need templates? > > 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. ## Related articles * [Seamless Messaging](https://docs.gallabox.com/conversations/seamless-messaging.md): turn it on and reply after 24 hours * [Reduce your WhatsApp message costs](https://docs.gallabox.com/guide/reduce-whatsapp-message-costs.md): how WhatsApp charges for messages, and how to spend less * [Message Credits](https://docs.gallabox.com/pricing-and-billing/message-credits.md): how WhatsApp messages are charged This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.