4. How to Send the First Message
Path in Zenith:
Chats → New ConversationWhatsApp's golden rule: if the customer messaged you first, you can chat freely for 24 hours. If YOU are starting the conversation, you must use an approved template.
- 1
Go to Chats → click the '+' (New conversation) button.
- 2
In the New Conversation dialog, enter the customer's WhatsApp number with country code (e.g., 91XXXXXXXXXX) and, optionally, their name.
Capture: New Conversation dialog with number field. Highlight: the country-code format example. - 3
Click 'Start Chat'. Since this is a business-initiated chat, Zenith will ask you to pick an approved template.
- 4
Fill the variable values ({{1}} = customer name, etc.) → check the preview → Send.
Capture: Template picker with variables filled and preview. Highlight: the Send button. - 5
Watch the delivery ticks in the chat. When the customer replies, the 24-hour free-chat window opens and you can reply normally.
Tips
- •Always test with your own number first.
- •Message not delivered? The number may not be on WhatsApp, your daily messaging limit may be reached, or your AI credit balance may be low (check Payments).