Help Center
All topics
Get started8Account, team & permissions44Units & fields70Records, views & tasks39WhatsApp & Cortex Chat68Email & social27Lead ads & distribution38Automations52Documents & quotes32Dashboards40Cortex AI18Developers & API12
Help Center·448 guidesAll topicsContact support
Help CenterWhatsApp & Cortex ChatEveryday

Send a message, or reply by quoting one

Type your reply in the message box, or quote the client’s message to reply to it directly, so they know which question you’re answering.

4 min
Open in Corteksa
Before you start · for agents
Being able to see the chat. WhatsApp groups need the Update permission on the WhatsApp Groups row.
  • You need: Being able to see the chat. WhatsApp groups need the Update permission on the WhatsApp Groups row.

Steps

1
Type your message in Type a message and press send.
The message shows as sending, then delivered.
2
The Enter to send switch decides whether Enter sends the message or adds a new line.
3
To reply to a specific message, hover over it and choose Reply.
The quoted message shows above the message box.
4
On WhatsApp Cloud, outside the 24-hour window, send an approved template.

How it works

Quoting: it reaches the client as a reply to their message in their app. If the quoted message is old and the app doesn’t know it, your message is sent without the quote, with no warning.

Messaging windows: WhatsApp Cloud accepts normal messages within 24 hours of the client’s last message. Messenger and Instagram have similar rules, in The messaging window on Messenger and Instagram. WhatsApp Web and TikTok have no window.

WhatsApp Web pace: WhatsApp Web sends messages at a limited pace, 20 messages a minute by default, to protect the number from being banned.

Comment threads have their own reply buttons: public reply and private reply.

If something goes wrong

What you see
Why
What to do
“More than 24 hours have passed” on WhatsApp Cloud
The messaging window closed.
Send an approved template. The window opens when the client replies.
“This person hasn’t messaged this number yet”
The client hasn’t started a chat with your official number.
Send an approved template.
I can’t send in a group
The Update permission on WhatsApp Groups is denied.
Check your role.
The message arrived without the quote
The app doesn’t know the quoted message.
Mention the question in your reply.

A real example

Namaa Academy
The situation

A student sent 3 questions in a row about the time, the price and the place.

What they did
  1. The teammate quoted each question and answered it in a separate message.
The result

The student understood each answer without confusion, and enrolled the same day.

A made-up company, to show the idea. The numbers are rounded.

Good to know

WhatsApp Web: 20 messages a minute by default.
Messenger: 2,000 characters. Instagram: 1,000 bytes, about 500 Arabic characters.
WhatsApp Cloud: approved templates only, outside the 24-hour window.
Did this guide solve it?
If not, we’ll ask what was missing.
Next, you might need
Photos, files and voice
Step by step · 4 min
Resend a failed message
Step by step · 2 min
Create a message template
Step by step · 8 min
Open in Corteksa
Did this guide solve it?

We read every answer. To get a reply, use Contact support.