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.
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.
Instagram and Messenger
Section titled “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.
Template statuses
Section titled “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 provider code, refresh the status first. Persistent provider errors should be reviewed in provider tooling and Qonvera logs without exposing message text or access tokens.