For Understanding

WhatsApp Rules

This page is for understanding how WhatsApp messaging works. You do not need to set any of this up — Ariel/Admin handles it. Knowing the rules helps you understand why things are done a certain way.

Who owns WhatsApp

WhatsApp is owned by Meta (the same company as Facebook and Instagram). Meta sets strict rules on how businesses can message people on WhatsApp. These rules exist to protect people from spam.

Pre-approved templates

To start a conversation with a contact, we must use a pre-approved template message. Meta reviews and approves these templates before they can be sent. Templates have a fixed structure — we cannot freely type whatever we want as a first message. This is why the weekly WhatsApp update always looks the same format.

The 24-hour window

ℹWhat opens the window

When a contact replies to our message or taps a button, a 24 hour window opens. During that window, we can send regular, free-form messages back and forth — no template needed.

After 24 hours pass with no reply from the contact, the window closes. Once it closes, we must use a template again to send any new message. This is why timely replies matter: if a patron messages us, answering within 24 hours lets us respond normally.

Handled by Ariel/Admin

All templates and the weekly send are managed by Ariel/Admin. Staff do not create or edit templates. Once a contact replies and the window opens, staff can take over the conversation.