WhatsApp Session Management Guide

Version 1.5.1

Prerequisites: Active WhatsApp Business Account connected

Important: Hours limited to 1-23 due to WhatsApp's 24-hour messaging window

Overview

What is WhatsApp Session Management?

WhatsApp Session Management is an intelligent automated system that helps you maintain conversation continuity within WhatsApp's 24-hour messaging window. When a customer doesn't respond within a specified timeframe (1-23 hours), the system automatically sends a friendly reminder to keep the conversation active before the 24-hour window expires.

Understanding WhatsApp's 24-Hour Window

WhatsApp Cloud API restricts businesses to send messages only within 24 hours after a customer's last message. This feature helps you re-engage customers before this window closes, ensuring your conversation remains active and you can continue communicating without restrictions.

How It Works

Understanding the system helps you configure it better. Here's what happens automatically:

The Session Management Flow

Configuration Guide

Step 1: Navigate to Settings

1. Log in to your WhatsMark SaaS dashboard
2. Click on Settings in the left sidebar
3. Select Application Settings
4. Click on WhatsApp Session Management

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Step 2: Enable Session Reset Message

What This Toggle Does

The Enable Session Reset Message toggle is the master switch for the entire session management system.

Configuration

Setting	Options	Recommendation
Toggle	ON / OFF	ON for better engagement
Default	OFF	Change to ON to activate

Best Practice

Turn this ON if you're actively managing customer conversations. Turn OFF only if you're on vacation or during maintenance periods.

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Step 3: Set Session Expiry Hours

What This Means

This is the number of hours of inactivity before the system sends a reminder to the customer. You can only set between 1-23 hours due to WhatsApp's 24-hour messaging window restriction.

Important Limitation

Allowed Range: 1-23 hours ONLY

WhatsApp Cloud API only allows messaging within 24 hours of a customer's last message. To ensure reminders are sent successfully, you must set the expiry time between 1-23 hours. Setting it to 24 hours or more would exceed the messaging window.

Example Scenarios

• Set: 23 hours (maximum allowed)
• Message: "Hi {contact_firstname}! Following up on our conversation. Still interested? Let me know! 😊"

Step 4: Craft Your Session Expiry Message

This is the most important part – the message your customers will see when they're reminded.

Available Merge Fields

Use these placeholders to personalize your messages:

Merge Field	Description	Example Output
{contact_firstname}	Customer's first name	"John"
{contact_lastname}	Customer's last name	"Smith"
{contact_email}	Customer's email address	"[email protected]"
{contact_phone}	Customer's phone number	"+1234567890"
{company_name}	Your company name	"Your Business Inc."

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Step 5: Save Your Configuration

1. Review all your settings one final time
2. Click the Save Changes button
3. Wait for confirmation: "Settings saved successfully" ✅