Sending Messages
What is Sending Messages?
Beyond campaigns, you can send individual messages to contacts directly from the Waplify inbox. This is perfect for one-on-one conversations, customer support, or following up on campaign replies.
How to use it
Sending a text message
- Go to Chat from the sidebar
- Click on a conversation, or start a new one
- Type your message in the message input at the bottom
- Press Enter or click the Send button
You can only send free-form text messages within the 24-hour window after the customer's last message. If the window has closed, you will need to send a template message instead.
Sending a template message
- In the message input area, look for the template option
- Select an approved template from the list
- Fill in any variable values if required
- Send the template message
This is useful when the 24-hour window has closed and you need to re-engage the contact.
Sending media
- In the message input area, click the attachment icon
- Select the file you want to send (image, video, document, or audio)
- The file will be uploaded and sent to the contact
Sending a voice note
Some things are quicker to say than to type.
- Click the microphone icon in the message area and start talking
- A live waveform shows while you record, so you know it's picking you up
- When you stop, play it back in the review bar — send it, re-record, or delete it
Waplify converts the recording to the format WhatsApp expects, so it arrives as a proper voice note on the customer's phone rather than a file attachment. It appears in the chat straight away while it finishes uploading.
Sending a location
Instead of typing out an address and hoping it makes sense, send a place the customer can tap.
- Choose the location option in the message area
- Search for the place — shop, landmark, or building — in the map picker
- Confirm and send
The customer receives a tappable location that opens in their maps app with directions. Your chatbot can send one too, so a flow can share your showroom or pickup point automatically when someone asks where you are.
Reacting and replying to messages
Hover over any message in a conversation to reveal quick actions:
- React — add an emoji reaction (👍 ❤️ 😂 and more). Click the smile icon and choose one. Reactions can only be added while the 24-hour window is open.
- Reply — quote a specific message so the customer sees exactly what you are responding to.
- Copy text — copy a message's text to your clipboard.
- Retry send — if one of your messages failed, open its actions menu and choose Retry send.
Link previews
When a message contains a website link, Waplify automatically shows a preview card below it, with the page's image, title, and a short description. This works for links you send and links your customers send you — there is nothing to set up. If a link has no preview information available, no card is shown.
Understanding message status indicators
Each message shows a delivery status:
| Indicator | Meaning |
|---|---|
| Single check | Message sent to WhatsApp servers |
| Double check | Message delivered to the contact's phone |
| Blue double check | Message has been read by the contact |
Tips & best practices
- Respond quickly to customer messages while the 24-hour window is open — this is your best opportunity for free-form conversation
- Use Quick Responses for frequently sent replies to save time
- Keep messages professional but friendly — WhatsApp is a personal messaging platform
- If a conversation window is closed, send a relevant template message to restart the conversation rather than waiting
- Messages are time-stamped with the actual send time, adjusted for your timezone
Frequently asked questions
Can I send messages to contacts who haven't messaged me first?
Yes, but only using an approved template message. Free-form messages can only be sent within the 24-hour window after the contact's last message.
Is there a character limit for messages?
WhatsApp supports messages up to 4,096 characters. However, shorter messages tend to get better engagement.
Can I send voice messages?
Yes. Click the microphone icon in the message area to record a voice note, play it back, then send — see Sending a voice note above. You can also attach an existing audio file.
Can I send a location?
Yes. Use the location option in the message area and search for the place on the map. The customer gets a tappable location that opens directly in their maps app.
What file types can I send?
You can send images (JPG, PNG), videos (MP4), documents (PDF, DOC), and audio files. WhatsApp has file size limits for each type.
Can customers see my reactions?
Yes. An emoji reaction you add appears on the message in the customer's WhatsApp, exactly like a reaction in a normal chat. You can change or remove it while the 24-hour window is open.
Can I delete a sent message?
Once a message is sent, it cannot be deleted or recalled from within Waplify.