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Who can use this? Admins turn Seamless Messaging on or off for a WhatsApp number. Once it’s on, every agent who can reply in the inbox can use it.
Seamless Messaging keeps the reply box open after the 24-hour window closes, so agents can keep replying to customers without picking a template. To learn how it works and what to use it for, see Understanding Seamless Messaging.

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Turn on Seamless Messaging

1

Open your WhatsApp channel settings

Go to Channels, open your WhatsApp number, and go to the Configuration tab.
2

Turn on Seamless Messaging

On the Seamless Messaging card, turn the switch on. Only admins can change this switch. Other roles see the card but can’t change it.
3

Wait for it to get ready

The card shows Getting ready while Gallabox sets it up for your number. This usually takes a few minutes, and can take up to 24 hours. Admins get an email when it’s on.

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Card states

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Turn off Seamless Messaging

On the Seamless Messaging card, turn the switch off. After 24 hours, agents continue with an approved template, as before. You can turn it back on at any time.

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Reply after 24 hours

When a customer hasn’t messaged in the last 24 hours, the reply box looks the same as usual. A few signs show that the window has closed:
  • A ⚡ Seamless badge in the reply box toolbar.
  • A 24h window closed label showing the customer’s last reply date.
  • A divider in the chat marking when the window closed.
1

Open the conversation

Open the customer’s conversation in the inbox.
2

Type your message

Type up to 3 lines in the reply box. A counter under the box shows how many characters and lines you have left.
3

Send it

Select Send. The message shows a ⚡ next to the time, and the closing line appears under it in italics.
To send a file, select the attach icon, choose Image, Video or Document, and add a caption of 1 to 3 lines.

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What a message can include

  • Up to 3 lines of text. You can’t add a 4th line. If you paste longer text, shorten it to 3 lines before sending. Blank lines are skipped.
  • Up to 1,024 characters, including the closing line.
  • An image, video or document, with a caption of 1 to 3 lines.
Gallabox tidies the text before sending: tabs become spaces, and long runs of spaces are shortened. A note under the reply box tells you when this happens. Audio, location and contact messages aren’t available after 24 hours. They work again once the customer replies.

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If a message isn’t delivered

A message that doesn’t reach the customer shows Not delivered with the reason in plain words, for example “This number isn’t on WhatsApp.” If a message can’t be sent right now, the reason says when to try again. You can always send an approved template instead.

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FAQs

No. Agents type and send as usual. The ⚡ Seamless badge and the 24h window closed label tell them the window has closed, but the way they reply doesn’t change.
The 24-hour window opens again, and messages go out as normal WhatsApp replies, without the closing line. If the customer replies while an agent is typing, the text the agent typed is kept.
Yes. Send Template stays in the reply box, so you can send any approved template as before.
Only admins can turn Seamless Messaging on or off. If you’re not an admin, ask an admin on your account.
Reach out to support@gallabox.com. Until it’s set up, your inbox works as before.