In this article we explain Atom's behavior when you try to reactivate a WhatsApp contact outside the 24-hour window.
❓ Frequently asked question or initial context
When a conversation has expired (more than 24 hours without a response), agents must send an approved template to resume contact. A common question is why, after sending that template, the conversation does not immediately change to "Active" status in the main inbox.
🛠️ Troubleshooting section: step by step
Did I send an approved template? Only templates authorized by Meta can reactivate the communication window. A free text message will not be sent if the conversation has expired.
Was the conversation assigned to the agent? When sending the template, Atom automatically assigns the conversation to the agent who performed the action. This is an internal process and does not mean the customer has already interacted.
Did the customer respond? This is the key point: the conversation is only considered reactivated (changes to active status) when the customer responds to the template message.
Visibility status? If the customer has not yet responded, the system keeps the conversation in a waiting or inactive state, even though it already has an agent assigned.
✅ Possible solutions
Wait for interaction: Full reactivation depends solely on the customer responding.
Avoid spam: Do not send multiple templates in a row; this will not force activation and can cause your number to be blocked.
Optimize content: Use short and clear texts in your templates to encourage the customer to respond with a "Yes" or a question.
Check the language: Make sure the selected template matches the customer's preferred language and tone.
📝 Additional notes
Excessive sending of templates that receive no response lowers the quality rating of your WhatsApp line with Meta.
💡 Practical example / Use case
Scenario: Agent Pablo Torres sends an approved template to customer Carlos Gómez at 11:00 a.m. The conversation is automatically assigned to Pablo, but at 11:30 a.m. Carlos has not responded and the chat is still showing as "expired".
What should Pablo do?
Do not send another template immediately to avoid being reported as spam.
Wait for Carlos's response so the chat moves to the active inbox.
If after a reasonable time (e.g. 24 additional hours) there is no response, proceed to close the case permanently.
📞 When to contact support
Contact support if:
The customer did respond to the template, but the conversation was not reactivated or changed inboxes.
Sending the template generates a systematic error message or does not appear in the history.
You detect unusual behavior such as chat duplication when trying to reactivate them.
Patience, the ball is in their court! 🚀
Remember that sending the template is only half the work: although Atom assigns the chat to you immediately, the conversation will only shine again in your "Active" inbox when the customer responds. Meta protects the peace of its users, so until there is an interaction back, the 24-hour window remains sealed. Avoid bombarding messages, trust your template and give the customer space to react. ✅