---
description: Learn about conversation windows, sending message templates and setting up a simple entry point to manage WhatsApp messages from your customers.
title: Getting Ready for Inbound Conversations
image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0
---

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4. Getting Ready for Inbound Conversations

# Getting Ready for Inbound Conversations

![Avatar](https://assets2-proxy.respond.io/ph8r57dk1q9w/4GvzCieeTBRY4TRJUbIr4y/b92428e6b049d23f546269180534f7ea/Ryan_Tan_Avatar.svg)

Joshua Lim

· 28 Aug 2025

2 min read

In this document, we will help you to prepare for inbound conversations. An inbound conversation happens when a customer sends you the first message and you respond to continue the chat. However, chatting with customers on WhatsApp is not as simple. WhatsApp has its set of rules for messaging. Here are some of the topics that we’ll cover for WhatsApp Inbound Conversations:

* Understanding Customer Service Window
* Submit and Send a WhatsApp Message Template
* Adding a WhatsApp button to your Facebook page

## Understanding Customer Service Window

A Customer Service Window is the 24-hour period when a customer initiates a conversation with your business. Once you reply to the customer, a [service conversation](https://respond.io/help/whatsapp/whatsapp-pricing#service%5Fconversations) will be opened. Once it has been more than 24 hours since customers last messaged you, you will be outside the customer service window. You can use a message template if you need to follow up with a customer.

> Learn more about [Customer Service Window here](https://developers.facebook.com/docs/whatsapp/conversation-types/#customer-service-window).

## Submit and Send a WhatsApp Message Template

A WhatsApp message template is sent outside the Customer Service Window and will reopen conversations with customers. This will help you follow up with customers that have not replied. We have prepared a sample message template that you can send as a follow-up to your customers.

**Sample message template:**

_“Hello {{1}}, I'd like to follow up on our previous conversation. Is there anything else you need assistance with? Let me know and I'll be happy to help.”_

However, you will need to [submit the message template](https://respond.io/help/whatsapp/whatsapp-message-templates#setting%5Fup%5Fmessage%5Ftemplates) for approval first.

> You need to have sufficient balance to send message templates. You can top-up your credits in your WhatsApp Fees on the respond.io platform. Learn more about [WhatsApp Fees here](https://respond.io/help/organization-settings/whatsapp-fees).

**Steps to send the message template:**

1. Click the **Send Message Template** button in the messaging bar.
2. Select the sample template to send to your Contact.
3. Add the parameter text (_$contact.name_).
4. Review the information and click **Send.**

> You can also create and use your own message templates. Learn more [about message templates here](https://respond.io/help/whatsapp/whatsapp-message-templates).

## Adding a WhatsApp button to your Facebook page

Adding a WhatsApp button to your Facebook page is a simple and effective way to get customers to message you. When a customer clicks the button, this opens a free entry point conversation where you will get a 72-hour [free entry point conversation](https://respond.io/help/whatsapp/whatsapp-pricing#free%5Fentry%5Fpoint%5Fconversations) window, unlike the regular 24-hour customer service window. This gives you more time to respond to customer inquiries and provide them with the assistance they need without additional charges.

**What you need to add a WhatsApp button to your Facebook page**:

* A WhatsApp Business Account (WABA) linked to your phone number.
* A Facebook Business page.

**Steps to add a WhatsApp button to your Facebook Business Page:**

1. On your Facebook page, click **Settings.**
2. Click **Linked Accounts**.
3. Select **WhatsApp** on the left panel and enter the phone number used for your WABA.
4. Click **Send WhatsApp Code** to verify your number. You will receive a code on WhatsApp.
5. Enter the code and click **Confirm**.
6. Click **Add Button** to add the WhatsApp button to your Facebook page.

> Learn more about how you can [maximize entry points here](https://respond.io/help/whatsapp/grow-your-whatsapp-audience-by-maximizing-entry-points).

## Next Steps

You’ve learned about Customer Service Window, sent a message template to follow up on your customers and added an entry point for customers to reach out to you. You’re ready for the next step - [Getting Ready for Promotional Messaging](https://respond.io/help/whatsapp/getting-ready-for-promotional-messaging).

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## 

Related articles 👩‍💻

* [WhatsApp Business Platform (API) Quick StartGet a WhatsApp Business API account fast to start chatting with your customers. ](/help/whatsapp/whatsapp-api-quick-start)
* [WhatsApp Business App Quick Start (WhatsApp Coexistence)Learn how to connect the WhatsApp Business App to respond.io for seamless messaging and automation. ](/help/whatsapp/whatsapp-coexistence)
* [Getting Ready for Promotional MessagingLearn how to broadcast promotional messages using WhatsApp message templates. ](/help/whatsapp/getting-ready-for-promotional-messaging)
* [WhatsApp Official Business Account (Blue Tick)Learn how to get a WhatsApp Official Business Account. ](/help/whatsapp/whatsapp-official-business-account-blue-tick)
* [Grow your WhatsApp Audience by Maximizing Entry PointsLearn how to reach customers and gain Contacts by adding multiple WhatsApp entry points. ](/help/whatsapp/grow-your-whatsapp-audience-by-maximizing-entry-points)

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2025-12-05T03:58:01.971Z

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