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

# How WhatsApp messaging works

> The 24-hour window, templates, what Meta charges for, and how Companion works beside the WhatsApp Business app.

WhatsApp sets a few rules for businesses. Companion follows them for you, and the box where you type always says what you can send.

## The 24-hour window

When a customer writes to you, you can reply freely for 24 hours. Each new message from the customer starts the 24 hours again.

After that, WhatsApp only carries a template until the customer writes again. In Companion the message box is replaced by a line saying so, with a **Send a template** button. Sending a template and getting a reply reopens the chat.

In the phone app, the message box warns you during the last hour that the window is closing.

Website chat is not WhatsApp, so the 24-hour window does not apply to it.

## Templates and why they exist

A template is a message you write in advance and Meta approves, such as an appointment reminder or an order update. WhatsApp asks businesses to use one when they write to a customer first, or when more than 24 hours have passed since the customer last wrote. This protects people from messages they did not ask for.

Anyone can send an approved template from a conversation with **Send a template**. Owners and admins write new ones under **Templates**. Meta usually reviews a template within a few minutes.

See [Templates overview](/templates/overview) and [Create a template](/templates/create-a-template).

## What Meta charges for

Meta owns WhatsApp. It charges for some messages and bills your card directly. Companion adds nothing on top.

| Message | Charged by Meta? |
| - | - |
| Replies sent from Companion, by your team or by a workflow | Free up to a monthly allowance for each number, then charged for each message |
| Replies sent from the WhatsApp Business app on your phone | Free |
| Templates, such as reminders and order updates | Charged for each message |
| Marketing messages and broadcasts | Charged for each message |

Prices depend on the country your customer is in, and Meta changes them. See [What Meta charges](/billing/meta-charges).

## Typed replies switched off

A workspace can switch off typed replies on WhatsApp to keep Meta's charges down. Your team then replies from the WhatsApp Business app on the phone, which is free, and uses Companion for everything else.

With typed replies off:

* Nobody can type a text message into a WhatsApp chat, on the web or in the phone app. The message box says so.
* Templates, payment links, products, locations, documents and voice notes still send.
* Workflows still send their own messages.
* Website chat is not affected.

<Note>
  Owners and admins only. Go to **Settings**, choose **General** under **Workspace**, and use **Typed replies on WhatsApp** under **Messaging**.
</Note>

## Replies from the WhatsApp Business app

If your number is connected alongside the WhatsApp Business app, you can reply from either place. Replies sent from the phone's WhatsApp Business app appear in the conversation in Companion, so the record is complete whichever you use.

See [Connect your WhatsApp number](/get-started/connect-whatsapp).

## Why can I not type a reply?

There are two usual reasons, and the message box says which:

* More than 24 hours have passed since the customer last wrote. Send a template.
* Typed replies are switched off for your workspace. Reply from the WhatsApp Business app, or send a template or another action from Companion.

## Related

* [Replying](/conversations/replying)
* [Templates overview](/templates/overview)
* [What Meta charges](/billing/meta-charges)
* [Workspace settings](/settings/workspace)


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