Why does a WhatsApp conversation remain expired even though I sent a template?
In this article, we explain why a conversation may still appear as "expired" even after sending an approved template.
❓ Frequently asked question or initial context
In Atom, when a conversation has expired (more than 24 hours without a response from the customer), agents must send a WhatsApp-approved template to resume contact. However, some agents report that, after sending the template, the conversation still appears as "expired" or "unanswered".
🛠 Troubleshooting Section: step by step
Did I send an approved template? Only templates approved by Meta can be used to initiate or reactivate a conversation outside the 24-hour period.
Only templates approved by Meta can be used to initiate or reactivate a conversation outside the 24-hour period.
Was the conversation automatically assigned to the agent? Yes. When an agent sends a template, the conversation is automatically assigned to that agent. This is normal and does not indicate that the customer has responded.
Yes. When an agent sends a template, the conversation is automatically assigned to that agent. This is normal and does not indicate that the customer has responded.
Did the customer respond? The conversation is only considered fully reactivated when the customer responds to the message sent with the template.
The conversation is only considered fully reactivated when the customer responds to the message sent with the template.
Am I seeing the conversation as active? If there is no customer response, Atom keeps it inactive/expired, even if it is assigned to the agent.
If there is no customer response, Atom keeps it inactive/expired, even if it is assigned to the agent.
✅ Possible solutions
Wait for the customer's response after sending the template.
Do not send multiple templates in a row if the customer does not respond.
Use short, clear, and personalized texts in the templates to increase the response rate.
Check that the template is in the appropriate language and tone for the customer.
📝 Additional Notes
Excessive sending of templates without response can affect the quality of the number or be marked as spam by Meta.
💡 Practical example or use case
Scenario:
The agent "Pablo Torres" sends an approved template to the client "Carlos Gómez" at 11:00 a.m. The conversation is automatically assigned to Pablo. At 11:30 a.m., Carlos has not responded, and the conversation still appears as "expired".
What should Isabel do?
Do not send another template immediately.
Wait for Carlos's response.
If after a reasonable time he does not respond, consider closing the conversation.
📞 When to contact support
Contact support if:
The customerdid respondto the template and the conversationwas not reactivated.
Sending the template generates anerroror does not appear in the history.
There is unexpected behavior such as duplication of conversations or assignment errors.