Replying to customers
The composer, quick replies, images, product cards and template sends when the window has closed.
The composer inside the 24-hour window: free text, quick replies, images, product cards and an AI suggestion, all in one bar.
What you can send depends entirely on whether the customer's 24-hour window is open. Wapify makes that state obvious and then only offers what will actually work — you can never compose something WhatsApp would reject.
Inside the 24-hour window
While the window is open you can send anything.
Free text
Type and send. WhatsApp formatting works — *bold*, _italic_ — and renders in the customer's chat exactly as it does in yours.
Quick replies
Saved answers for the questions you get every day. Type / followed by the shortcut in the composer and the full text drops in, ready to edit before you send.
Manage them from the Inbox's Quick replies panel: each has a shortcut and a message, and you can add, edit and delete as many as you like. Shipping times, return policy, working hours and payment options are the usual four.
Quick replies are ordinary text, so they aren't templates and don't need Meta approval. They're for speed inside an open conversation.
Images
Attach a photo, or drag one onto the thread. JPG and PNG only, under 5 MB — Wapify tells you plainly if a file doesn't qualify rather than failing silently.
Product cards
Add product searches your Shopify catalogue and sends the product's photo, title and price with a link that opens the product page. Far better than pasting a URL, and the link is tracked, so an order that follows is attributed to the conversation.
AI reply suggestions
The assistant reads the recent conversation and your catalogue and drafts a reply for you to edit and send. Nothing is ever sent automatically. See AI in the Inbox.
Outside the window
Once 24 hours have passed since the customer's last message, WhatsApp stops accepting free-form messages. The composer is disabled and the chat is marked Outside 24h window. To reopen the conversation you send a template — a pre-approved message — and the moment the customer replies, the window opens again and everything above becomes available.
Messenger and Instagram have the same 24-hour rule but no template mechanism. If one of those windows has closed, you wait for the customer to write again. Wapify says so rather than offering an option that would fail.
The template picker
Templates are grouped into tabs so you're picking from a handful, not a wall:
Each template shows a plain-language title and a one-line description of when to use it, plus a live preview of the finished message with the customer's details filled in. Some take a short input from you — an amount, a new date, a product — before they can be sent.
The two automation tabs send the real thing — the same approved template, the same order tags, the same row in Logs — for the order the customer is actually asking about. They work even when that automation is switched off: picking one from a chat is a deliberate act, not an accident, and a store that runs its confirmations by hand needs exactly this. Upsell, Back in Stock and Abandoned Cart aren't offered, because a conversation has no way to name a product carousel, a restocked variant or a checkout.
A template that needs something you haven't set up yet stays on the list and says what it needs — an InstaPay request with no payment link, for instance — rather than disappearing.
Template sends count against your monthly message allowance, exactly like automated sends. Free-text replies inside the 24-hour window do not — Meta doesn't bill those, so Wapify doesn't count them.
Starting a new conversation
New chat in the Inbox starts a conversation with any phone number. Because the customer hasn't written to you, it has to begin with a template — the same picker as above. You can also start one from Shopify's Orders page with the Message customer on WhatsApp action.
Sending a COD confirmation from a chat
Where a chat is linked to an order, the customer panel offers Send a confirmation message in this chat — the same COD confirmation the automation sends, with its Confirm and Cancel buttons, on demand. Useful when a customer says "yes I still want it" in words: send the confirmation so the button tap tags the order properly.
Language
Templates you send by hand follow your global message language, and the picker lets you switch between English and Arabic per send. Free text is whatever you type.
What the customer sees
On Wapify's shared number, replies come from Wapify with its verified tick. On your own number, from your business name. Either way it's the same conversation thread the customer already had — replying never starts a second one.