WhatsApp & messaging

Every channel a customer might message you on.

Messaging capabilities put your agent on the apps customers already use, and handle each platform’s own rules — most importantly WhatsApp’s 24-hour window, which decides whether a reply may be free-form or must be an approved template.

Start delegating The whole list

WhatsApp Marcus Reid 24h window closed

do you do same-day crowns?

Yes — we keep same-day slots for crowns. Would you like me to check this week?

yes please

The last reply came two days later, outside WhatsApp’s 24-hour window, so an approved template was sent instead of a free-form message. Getting that wrong does not raise an error — the message simply never arrives.

Or just ask for it

The 24-hour window, handled while you ask about it.

Templates, windows and SMS — from the same three places.

Gmailfrom:octo whatsapp

OctoTemplate approved: appointment_reminder_v2 — Meta approved it 11 minutes ago3:22pm

OctoPreview for Aisha Bello — What she will actually receive2:10pm

OctoRejected: promo_october — Meta flagged the variable in the headerMon

InboxTemplate approved: appointment_reminder_v2

Dme11:48 AM

Submit the reminder template to Meta and tell me when it clears.

OOcto3:22 PM

Approved. Status syncs back automatically, so appointment_reminder_v2 is now sendable outside the 24-hour window. The old v1 is still approved if you need it.

Octoonline

can I just message aisha back or is it too late9:30 AM ✓✓

Too late — she last wrote 31 hours ago, so the window is shut. It has to be an approved template.9:30 AM

use the reminder one then9:31 AM ✓✓

Here’s exactly what she’ll get: “Hi Aisha, a reminder about your appointment on Thu 14 Aug at 3:00pm.” Send it?9:31 AM

yes9:32 AM ✓✓

Sent. If she replies, the window reopens and I can answer her normally for 24 hours.9:32 AM

Message➤

#omniocto4 members

DWDana1:14 PM

@Octo who’s messaged us on WhatsApp today and not been answered?

OOctoAPP1:14 PM

On it 🔧(runningget_conversations…)

Three — two inside the window (free-form is fine), one at 26 hours which needs a template. (edited)

🙏 1

2 replies · last reply 5m ago

MRMarcus1:31 PM

text the 26-hour one, the rest I’ll do

Message #omniocto

Email octo@agent.omniocto.com · WhatsApp 1-MAN-ASK-OCTO · Slack #omniocto

WhatsApp Business agents: Your agent on your own WhatsApp Business number, connected through Meta’s embedded signup rather than by moving tokens between consoles.
Template creation & Meta approval: Write a template here and send it for Meta’s review without maintaining a second copy in their console.
Template status sync: Pending, approved, rejected or paused comes back and stays in sync, so you always know what you are allowed to send.
24-hour-window handling: WhatsApp only permits a free-form reply within 24 hours of the customer’s last message; outside it only an approved template may be sent. Which form is allowed is decided at send time, so a reply outside the window becomes a template rather than a message that silently never arrives.
Template variables & pre-launch preview: Variables are filled per contact, and you can see what a named recipient will actually receive before a campaign launches.
Two-way SMS and MMS: Send and receive text and picture messages from a business number, with replies threading onto the same conversation rather than arriving as orphans.
Three SMS carriers: Twilio, Telnyx or Vonage, with inbound webhooks verified against the carrier’s signature so a forged request cannot invent a customer message.
Facebook Messenger: Messenger conversations land in the same shared inbox as every other channel.
Instagram: Instagram direct messages are handled as conversations against the same contact record.
Telegram: Telegram is a supported channel in the same inbox and on the same contact.
LINE: LINE is supported, which matters in Japan, Taiwan and Thailand where it is the default way customers message a business.
Slack: Slack works both as a customer channel and as a way to delegate to Octo from where your team already talks.
Discord: Discord conversations land in the same inbox as everything else.
KakaoTalk: KakaoTalk is supported for Korean-market messaging.

What this powers

The jobs these capabilities do.

Start

Put one of these to work.

Start delegating See pricing