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    WhatsApp Error: Template Name Not Found - 24-Hour Rule Explained

    Fix the WhatsApp Business API error 'Template name not found' by understanding the 24-hour messaging window and how to use pre-approved message templates correctly.

    2 min read
    Updated Jan 16, 2025
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    Using Envoy? See the Envoy-specific guide with step-by-step instructions for your dashboard.

    WhatsApp Error: Template Name Not Found

    This error occurs when you try to send a free-form message outside the 24-hour messaging window without using an approved template.

    Error Message

    "Template name not found"

    Why This Happens

    WhatsApp has a 24-hour messaging window policy:

  1. Inside the window: You can send any message freely after a customer messages you
  2. Outside the window: You can only send pre-approved template messages

    3. This error typically occurs when:

  3. More than 24 hours have passed since the customer's last message
  4. You're trying to send a regular message instead of a template
  5. The template name doesn't match an approved template

    6. How to Fix This Error

    If 24 Hours Have Passed

    You must use a pre-approved template message:

    1. Go to your template library

    2. Select an approved template

    3. Fill in the required variables

    4. Send the template message to re-engage the customer

    If Within 24 Hours

    If you believe you're within the 24-hour window:

    1. Check the timestamp of the customer's last message

    2. Verify the conversation hasn't expired

    3. Try refreshing the conversation

    Understanding the 24-Hour Window

    Customer sends message → Window OPENS (24 hours)
                        ↓
                        Free-form messaging allowed
                        ↓
24 hours pass → Window CLOSES
                        ↓
                        Templates required

    Each time the customer replies, the window resets to another 24 hours.

    Best Practices

  6. Respond to customers quickly to maximize the free messaging window
  7. Prepare templates for common follow-up scenarios
  8. Use Envoy's countdown timer to track window expiry
  9. Set up automated chasers before windows close

    10. Learn More

    For a complete guide on managing the 24-hour rule:

    Understanding WhatsApp's 24-Hour Rule

    Need Help?

    If you need assistance with template management:

    Tell us what you need — Our team can help you set up effective message templates.

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