Connect WhatsApp and the 24-hour window
Fareply uses the official WhatsApp Business Platform. Messages to your number arrive in the inbox, and replies go out from the same number.
Before you start
- A Meta business portfolio (formerly Business Manager) that you are an admin of. You can create one during the connection.
- A phone number that can receive a code by SMS or call. Using the same number in the WhatsApp Business app on a phone and in Fareply at the same time is not supported yet: the number moves to the platform.
- A display name close to your agency's real name. Meta reviews it.
- Business verification (recommended). A new business portfolio can start conversations with 250 travellers a day outside the 24-hour window. Verifying your business in Meta Business Suite raises the limit. Replies to travellers who wrote to you first do not count.
- A payment method in WhatsApp Manager, for messages above Meta's free allowance (see below).
Meta's own guides: Verify your business and Messaging limits.
Connect your number
On Channels, the WhatsApp card shows one of two things:
- Connect WhatsApp (owners): a window from Meta opens. Choose or create your business, WhatsApp account and number, and finish every step. If the window does not open, allow pop-ups for app.fareply.com. If your browser's tracking protection blocks it, turn that protection off for app.fareply.com or try another browser.
- "Fareply connects your number for you": one-click connection is not open for your account yet. Open a support request with the topic Connecting a channel.
A number used in the WhatsApp Business app on a phone must be moved to the platform first; Meta explains the steps during setup. WhatsApp charges your business for some messages directly, at Meta's rates. Fareply adds nothing.
The 24-hour reply window
WhatsApp lets businesses reply with normal messages for 24 hours after the traveller's last message. The inbox shows "Reply window open until ...". After that the reply box closes and you can only send an approved template.
What WhatsApp charges
Meta bills your business directly, per delivered message, at its published rates for the traveller's country. Fareply adds nothing on top. Messages travellers send you are free.
- Replies inside the 24-hour window (service messages): the first 1,000 per number each month are free. Since 1 October 2026, Meta charges for service messages above that.
- Templates (marketing, utility, authentication): charged per message by category. Since 1 October 2026 this includes utility templates sent inside the window.
- A traveller who writes to you from a Click to WhatsApp ad opens a free window of up to 7 days.
Add a payment method in your WhatsApp Manager so messages above the free allowance are not stopped. Current rates are on Meta's pricing page.
Templates
- Create templates in WhatsApp Manager (Message templates). Meta reviews them, usually within a day.
- In the conversation, click Template, choose an approved template, fill in the values and click Send template.
Fareply lists approved templates with variables in the body only. Send marketing templates only to travellers who agreed to receive offers.
"Not sent" messages
"WhatsApp limited this number for spam reports"
Check the number's quality rating in WhatsApp Manager and reduce unsolicited messages.
"Too many messages to this traveller in a short time"
Wait a minute and send again.
"WhatsApp could not deliver this message to the traveller"
The number may not use WhatsApp, or the traveller blocked you.
"The WhatsApp access token has expired or is invalid"
Open a support request marked Urgent.