Reply windows and templates

Messaging providers control when a business can reply and what content can be sent. Qonvera displays the current state, but it cannot override provider policy.

Find your templates

Open Settings → Templates. Saved replies has its own card for reusable responses across channels. Owners and Admins can use the separate Create WhatsApp template card to create a draft. The WhatsApp templates card lists drafts and approval statuses, with submission and refresh controls on each template.

Free-form replies are generally available during the customer-service window opened by the customer’s latest message. Outside that window, use a Meta-approved WhatsApp template. Templates created in Qonvera must still be submitted to and approved by Meta before production use.

Placeholders use numbered variables such as {{1}}, {{2}}, and {{3}}. Keep them sequential and provide representative examples when submitting the template.

Include written text before the first variable and after the last variable. A question mark, full stop, or emoji alone does not provide that context. For example: Hi {{1}}, would you like to meet on {{2}} at {{3}}? Please let us know if that works for you.

Qonvera highlights this issue while you write and blocks submission until it is corrected. You can still save an unfinished draft. If Meta rejects a submission, its explanation appears beside the template; passing the local checks does not guarantee Meta approval.

Instagram and Messenger

Customer-initiated conversations use Meta’s messaging window. Saved replies can help write a response, but they do not reopen an expired window and are not an alternative to Meta approval or policy.

Telegram private bot chats do not use Meta’s 24-hour reply window and do not use WhatsApp templates. The customer must first open or start the bot conversation. Saved replies can then fill the Telegram Inbox draft like other channels, but they remain ordinary Telegram messages rather than provider-approved templates.

Template statuses

Draft: editable and not submitted.
Pending: submitted to the provider and awaiting a decision.
Approved: available when the channel and policy allow it.
Rejected: revise based on the provider reason before resubmitting.

If a card displays an unclear error, refresh the status first. If it persists, share the template name and visible error with Qonvera support. Do not include private message text or access tokens.

When a WhatsApp template is not delivered

Accepted by WhatsApp means the send request was accepted; it does not confirm delivery to the customer. Owners and Admins can open Settings → Templates → Send history and select Refresh delivery status to check whether messages were delivered, read, or failed. Use Previous and Next to browse the workspace history and Open conversation to view a chat. Managers and Agents cannot access this history; they can still see delivery status on messages in the Inbox.

If WhatsApp reports 131049, it declined the marketing message to protect recipient engagement. An approved template can still be declined for an individual recipient. Do not retry immediately or switch to ordinary text to try to bypass the restriction.

If WhatsApp reports 131047, the customer-service window is closed for ordinary text. Wait for a new customer message or use an appropriate approved template through the WhatsApp template picker below the chat.

Failed templates cannot use the ordinary message Retry action. Review the failure reason first; if a new attempt is appropriate, select the approved template and review its variables in the template picker. This creates a separate send and preserves the earlier attempt.

Some older attempts may show unknown if their original delivery link is unavailable. This does not confirm either delivery or non-delivery. Ask support to review the workspace, template name, and approximate send time before sending again. Do not share customer message text, phone numbers, or access tokens.