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Who can use this? Admins turn Seamless Messaging on for a WhatsApp number. Once it’s on, every agent who can reply in the inbox can use it.
Seamless Messaging lets your team reply to a customer on WhatsApp even when the customer hasn’t messaged in the last 24 hours. Agents type and send from the inbox the same way they do inside the window. There’s no template to find or fill in.

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Why it exists

WhatsApp gives a business 24 hours to reply freely after a customer’s last message. After that, the reply box in the inbox locks, and an agent can only continue with an approved template. For a quick follow-up like “Your documents are ready, you can collect them tomorrow”, finding a template that fits slows your team down, or the conversation stops there. With Seamless Messaging on, the reply box stays open. Your team keeps the conversation going as if the window never closed.

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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.
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. You’ll get an email when it’s on.
The card shows one of four states: To turn it off, turn the switch off. The inbox goes back to sending approved templates after 24 hours.

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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.
Type your message and select Send. Messages sent this way show a ⚡ next to the time.

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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 (see below). A counter under the reply box shows how many characters and lines you have left.
  • 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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The closing line

Every Seamless message ends with a short line in italics, with your business name in it:
This message is about your request or booking with <your business name>. Reply hi anytime if you have any questions.
You see it under your message in the chat, set apart by a dashed line, so you always know what the customer receives.

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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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Use it for updates, not promotions

Seamless Messaging is for replies, updates and follow-ups about something the customer asked for or booked. For example: WhatsApp treats promotional messages differently. Promotional messages sent after 24 hours may not be delivered, or may be charged at WhatsApp’s Marketing rate. If your team sends promotional messages this way, admins see a notice on the Seamless Messaging card and get an email. For offers and promotions, use an approved marketing template or a broadcast.

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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.
Messages sent after the 24-hour window are charged at WhatsApp’s rates for business-initiated messages. Messages sent inside the window aren’t affected. See Message Credits for how WhatsApp messages are charged.
Seamless messages are kept short so they read as a quick reply or update. If you need to send something longer, use an approved template.
Yes. Send Template stays in the reply box, so you can send any approved template as before.
It’s not meant for offers. Promotional messages may not be delivered, or may be charged at WhatsApp’s Marketing rate. Use a marketing template or a broadcast for promotions.
Reach out to support@gallabox.com. Until it’s set up, your inbox works as before.