Messaging windows & WhatsApp templates

Some channels (for example WhatsApp) enforce time-limited messaging windows: you may only send free-form text for a period after the customer’s last message. Outside that window you typically must use pre-approved templates.

Instaply provides endpoints to:

1. Inspect the thread’s channel and whether the messaging window is open.
2. List available WhatsApp templates for the thread.
3. Send a template using contentSid via Send message.

Get customer thread details

Use this to see which channel the thread uses and whether free-form messages are allowed.

Endpoint: GET https://me.instaply.com/api/get-customer-thread-details?customerThreadId=<id>

Example response:

{
  "customerChannel": "WHATSAPP",
  "status": "replied",
  "isMessagingWindowOpen": false
}

Fields

• customerChannel — Channel type (for example WHATSAPP).
• status — Thread status: waiting, replied, or resolved.
• isMessagingWindowOpen (boolean) — true: free-form messages allowed. false: use templates (contentSid).

Get WhatsApp templates

When the messaging window is closed, send an approved template. List templates for the thread:

Endpoint: GET https://me.instaply.com/api/get-whatsapp-templates?customerThreadId=<id>

Example response:

{
  "templates": [
    {
      "title": "issue_back",
      "text": "Bonjour, nous sommes désolés de ne pas avoir pu vous répondre plus tôt. Si vous êtes toujours en attente d’une réponse, veuillez répondre OUI.",
      "contentSid": "HXdf71e8696fbd234e0115c69a542cb1"
    }
  ]
}

Template object fields

Field	Description
title	Template name
text	Template body text
contentSid	Identifier to pass as contentSid in Send message