Sending Messages

Learn how to send messages, attach media, and use templates in the Team Inbox.

Connection types

Bouncer supports two types of WhatsApp connections, each with different messaging rules.

Bouncer Direct Connection

With a direct connection, you can send messages freely at any time without restrictions. No templates are required - just type your message and send.

Benefits:

• No 24-hour session window
• No template approval process
• Send any message content anytime
• Ideal for immediate customer support

WhatsApp Cloud API

With Meta's Cloud API, WhatsApp enforces a 24-hour session window. You can only send free-form messages while a session is active.

Session rules:

• A customer message opens a 24-hour session window
• During the session, send any message freely
• After 24 hours of inactivity, the session expires
• To message a contact outside the session window, you must use an approved template

Session window indicator:

• Green clock with time - Session active, shows remaining time
• No indicator - Session expired, template required

Text messages

Type your message in the input area at the bottom of the chat and press Enter or click the send button.

Formatting

WhatsApp supports basic text formatting:

• *bold* - bold
• _italic_ - italic
• ~strikethrough~ - strikethrough
• `code` - code

Media messages

Attaching files

Click the Attachment button to open the media picker, or drag and drop files directly into the chat area.

Supported file types:

• Images - JPG, PNG, GIF, WebP
• Videos - MP4, MOV
• Audio - MP3, OGG, WAV
• Documents - PDF, Word, Excel, and more

Media library

Previously sent media is saved in your media library for reuse. Access it from the attachment button.

File size limits

• Images: 16 MB
• Videos: 16 MB
• Audio: 16 MB
• Documents: 100 MB

Template messages (Cloud API only)

Use pre-approved templates to start conversations or reply after the 24-hour session window expires. This applies only to WhatsApp Cloud API connections.

When to use templates

Templates are required when:

• Starting a new conversation with a customer
• Replying after 24 hours of inactivity
• Sending marketing or promotional content

Sending a template

1. Click the Template button in the input area
2. Select a template from the list
3. Fill in any variable values
4. Click Send

Message status

Sent messages show delivery status:

Replying to messages

To reply to a specific message:

1. Hover over the message
2. Click the Reply arrow
3. Type your reply

The original message appears as a quote in your reply.

Reactions

React to messages with emoji:

1. Hover over a message
2. Click the Emoji button
3. Select a reaction

Voice messages

Click and hold the Microphone button to record a voice message. Release to send.

Starting new conversations

1. Click the New chat button at the top of the conversation list
2. Enter the phone number (with country code)
3. Select which WhatsApp instance to use
4. Send a template message to start the conversation