# 63016: Outside messaging window. For WhatsApp, use a Message Template instead

Log Type: TWILIO

Log Level: ERROR

## Description

This error occurs when you send a free-form message after the channel's allowed session window has closed. For WhatsApp, business-initiated messages sent outside the 24-hour customer service window must use an approved template. Send that template with `ContentSid` and, if needed, `ContentVariables`. Since April 1, 2025, sending a WhatsApp template in `Body` outside the customer service window fails with this error.

### Possible causes

* You sent a free-form WhatsApp message more than 24 hours after the user's last inbound message.
* You tried to send a WhatsApp template outside the customer service window using `Body` instead of `ContentSid` and `ContentVariables`.
* You used a content type that cannot start a business-initiated WhatsApp conversation, such as `twilio/list-picker` or `twilio/location`.
* You tried to send a Facebook Messenger message outside its user-initiated 24-hour response window.

### Possible solutions

* Wait for the user to send a new inbound message if you need to continue a free-form WhatsApp conversation.
* If you need to message the user outside the 24-hour window, create or use an approved WhatsApp template and send it with `ContentSid`.
* Remove `Body` and `MediaUrl` when you send a content template. Pass placeholder values in `ContentVariables`.
* Use a content type supported for business-initiated WhatsApp messages. Do not use `twilio/list-picker` or `twilio/location` for out-of-session sends.
* For Facebook Messenger, only respond after the user has messaged your page and send your reply within the 24-hour window.

#### Additional resources

* [Send WhatsApp notification messages with templates](/docs/whatsapp/tutorial/send-whatsapp-notification-messages-templates)
* [Send templates created with the Content Template Builder](/docs/content/send-templates-created-with-the-content-template-builder)
* [Session Definitions](/docs/content/session-definitions)