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

# Reply to WhatsApp conversations

> Verify a WhatsApp connection, send a text reply, and understand the reply window and delivery state.

After [connecting WhatsApp](/guides/connect-whatsapp), use **Threads** to read incoming messages and send supported text replies.

Owners, Admins, and Agents can send replies. Viewers cannot send. The conversation must belong to the workspace and have a valid saved WhatsApp sender connection.

## Check your first conversation

1. From a different WhatsApp number you control, send a message to the connected business number.
2. Open **Threads** in the workspace where you connected the business number.
3. Find the incoming conversation and confirm its customer and WhatsApp channel.
4. Write a short text response in reply mode and select **Send**.
5. Check the outgoing message state and confirm receipt on the other phone.

An **Add test thread** conversation stays inside Protodesk. Use a real incoming WhatsApp conversation to verify external delivery.

## The reply window

Protodesk allows free-form WhatsApp text replies within 24 hours of the customer's latest message. The server checks this window when sending.

When the window has expired, wait for the customer to message again. Internal notes remain available. Template-message sending is not supported in the current integration, even if you already have approved templates in Meta.

## Replies and internal notes

A reply is sent to the customer. **Note** mode keeps the message inside the workspace for teammates.

Evelin can help prepare text, but you still review and send it. The current [workflow editor](/guides/configure-ai-automation) does not enable automatic customer replies.

## Understand delivery

A queued message has not necessarily reached WhatsApp or the customer's phone. If sending fails, read the message error before retrying. Verify the recipient's phone during setup tests.

**Setup saved** in Channels and a previous **Last message received** timestamp do not prove that access is still valid. Historical conversations also need a valid sender mapping; the presence of an old thread alone does not establish a working connection.

If a reply fails, check:

* The reply window is still open.
* The message contains text without attachments.
* Meta access, billing, and the number's account status are valid.
* The conversation belongs to the connected workspace and sender number.

Return to **Channels → WhatsApp** to review the setup or reconnect the same number. Contact [support](mailto:support@protodesk.io) if delivery still fails.

## Current sending limits

WhatsApp attachments, template messages, and scheduled replies are not supported by the current dashboard integration. Use a text reply within the open window; do not rely on delivered or read indicators as a substitute for checking the recipient during your first test.


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