Message Status & Delivery
Understand message delivery statuses, handle failed messages, and learn about the WhatsApp 24-hour messaging window.
Every outgoing message in the Replyn inbox displays a status indicator so you can track its delivery progress. Understanding these statuses helps your team identify delivery issues and take corrective action when needed.
Message Status Indicators
Each message moves through a series of statuses from the moment it is sent.
| Status | Icon | Description |
|---|---|---|
| Sending | Clock icon | The message is being transmitted to the channel provider. |
| Sent | Single check | The message has been accepted by the channel provider (e.g., WhatsApp servers). |
| Delivered | Double check | The message has been delivered to the recipient's device. |
| Read | Double check (blue) | The recipient has opened and viewed the message. |
| Failed | Red exclamation | The message could not be delivered. See the error details for the reason. |
The Read status is only available on channels that support read receipts (such as WhatsApp). If the recipient has disabled read receipts on their device, the status will remain at Delivered.
Understanding Delivery Failures
When a message fails to deliver, Replyn displays a Failed badge on the message along with the reason for the failure. Common causes include:
- Invalid phone number — The recipient's phone number is not registered on the channel (e.g., not a valid WhatsApp number).
- 24-hour window expired — For WhatsApp, free-form messages can only be sent within 24 hours of the customer's last message. After that, only template messages are allowed.
- Rate limiting — Too many messages were sent in a short period. The channel provider has temporarily throttled delivery.
- Media too large — An attachment exceeded the channel's file size limit.
- Template rejected — The selected template has been paused or rejected by the WhatsApp Business API provider.
- Account issue — The channel account has been disconnected, suspended, or has exceeded its messaging quota.
Retrying Failed Messages
When a message fails, you can attempt to resend it.
Locate the failed message in the conversation thread. It will display a red exclamation icon and a Failed label.
Replyn will attempt to resend the message. If the underlying issue has been resolved (e.g., the 24-hour window was reopened by a new customer message), the message will be delivered successfully.
If the failure reason is a permanent issue (such as an invalid phone number), retrying will not resolve the problem. Address the root cause before attempting again.
WhatsApp 24-Hour Messaging Window
WhatsApp enforces a 24-hour messaging window to protect users from unsolicited messages. Understanding this window is critical for maintaining smooth customer communication.
How It Works
- The 24-hour window opens when a customer sends a message to your business.
- During this window, your team can send free-form messages (text, media, documents) without restrictions.
- Once the window closes (24 hours after the customer's last message), you can only send pre-approved template messages.
- When the customer replies again, the window reopens for another 24 hours.
What Happens When the Window Expires
When the 24-hour window closes:
- The message composer will display a notice indicating that only template messages can be sent.
- Any free-form message you attempt to send will fail with a "24-hour window expired" error.
- Click the Template button to select and send an approved template message.
- Once the customer responds to the template, the 24-hour window reopens and free-form messaging resumes.
The 24-hour window applies only to WhatsApp. Other channels like Instagram, Facebook, and TikTok do not have this restriction, though they may have their own messaging policies.
Tips for Managing the Window
- Respond promptly — Reply to customers within the 24-hour window to avoid needing templates.
- Prepare templates — Have a set of approved templates ready for common follow-up scenarios such as appointment reminders, order updates, and re-engagement messages.
- Monitor the inbox — Use the Unassigned and Open filters to catch conversations before the window expires.