Messages

If you’re trying to send a WhatsApp message and it won’t go through, the most likely reason is that the 24-hour window has closed. WhatsApp only allows free-form messages (written by you or by the agent) during the 24 hours following the customer’s last message.

If the window has expired, you’ll see the message “A template message is required outside the 24-hour messaging window.” In that case, you can only send a pre-approved template message.

To send a template:

1. Open the conversation in Messages.
2. Click Send template.
3. Select an approved template.
4. Fill in the variables if it has any and send it.

When the customer replies, the 24-hour window will reopen and you can send free-form messages again.

The 24-hour window is a WhatsApp rule (not an Aura rule) that works like this:

• When a customer sends you a message, a 24-hour window opens.
• During those 24 hours, both you and your Aura agent can reply freely with any type of message.
• After 24 hours since the customer’s last message, the window closes.
• Once closed, you can only initiate contact using a WhatsApp-approved template.

This rule exists to protect users from receiving unwanted messages. Aura handles this automatically: if the window is open, it sends normal messages; if it’s closed, it will ask you to use a template.

When you submit a template for approval to WhatsApp, it can be rejected if it doesn’t comply with their policies. Common reasons include:

• Aggressive or misleading promotional content.
• Lack of clarity about the message’s purpose.
• Use of inappropriate language.
• Not including an option for the customer to opt out.

To fix it:

1. Go to Messages > Templates.
2. Find the rejected template.
3. Review the rejection reason if available.
4. Create a new template with the corrections and submit it for approval again.

When you submit a template for approval, it enters a Pending state while WhatsApp reviews it. This process can take from a few minutes to several hours (in some cases, up to 24 hours).

While the template is pending, you cannot edit or use it to send messages. You’ll see the message “Cannot edit the template while any channel is pending approval.”

Just wait for WhatsApp to approve or reject it. You can check the status in Messages > Templates.

If you need the agent to stop replying automatically in a conversation and prefer to handle it yourself:

1. Open the conversation in Messages.
2. Click the Pause agent or Take over conversation button (depending on the version).
3. The agent will stop responding in that conversation and you can write directly.

This is useful when a customer needs personalized attention or the agent isn’t giving the right answers. You can reactivate the agent at any time from the same conversation.

If your agent is giving incorrect or inappropriate responses, the issue is usually in its behavior configuration:

1. Go to Agent > System prompt and review the instructions you’ve given it. Make sure they are clear and specific.
2. Review the Knowledge base in Agent > Knowledge and check that the information it contains is correct and up to date.
3. If there are topics you don’t want the agent to discuss, state it explicitly in the system prompt (for example: “Never discuss competitor pricing”).

Changes to the prompt and knowledge base take effect immediately for new conversations.

This can happen when the conversation is in automatic mode and you manually write a message. The agent detects the customer’s new message and responds at the same time as you.

To avoid this:

1. Before writing your reply, pause the agent in that conversation.
2. Write your message to the customer.
3. When you’re done assisting the customer, you can reactivate the agent.

While the conversation is managed by AI, the system only allows template messages from the platform. If you want to write free-form messages, take control of the conversation first.

If you don’t see the Messages section or you’re taken to a setup screen when you enter it, it could be for one of these reasons:

• Messages not enabled: The Messages capability isn’t turned on for your agent. Go to Agent > Capabilities and enable Messages.
• No messaging integration: You need at least one messaging integration configured (for example, WhatsApp). Go to Agent > Integrations and set up the appropriate integration.
• Integration not active: If you already have an integration but it’s in “Error” or “Disconnected” status, you need to reconnect it. Go to Agent > Integrations and check the status.

Once you have the capability enabled and a working messaging integration, the Messages section will appear fully functional.

To send a template message to a customer:

1. Go to Messages and open the conversation with the customer.
2. Click the Send template button (usually next to the text field).
3. A list of approved templates will appear. Select the one you want to use.
4. If the template has variables (like the customer’s name or a reservation date), fill them in with the appropriate information.
5. Click Send.

You can only send templates that are in Approved status. If the template is in draft or pending, you must first submit it for approval from Messages > Templates.