Understanding how to use Whatsapp Business Message Templates Follow

As per Whatsapp's Business rules, in order to start a conversation with your guest a pre-made message template needs to be used.

Hostaway provides you with four pre-made, Whatsapp-approved message templates that can be used over and over.
At this time these templates cannot be modified as per Whatsapp rules.

If a guest has sent you a Whatsapp message — whether it’s a reply to one of your outbound messages, or they have initiated communication themselves — you will have a 24-hour window (sometimes called a “24-hour session”) to send your guest messages that don’t need to use a template.
For instance: you have initiated a conversation using a template and your guest has replied. You will have 24 hours to continue the conversation freely starting from the last guest reply. After 24 hours have passed with no further guest messages, and if you wish to continue the conversation, you will need to use one of the Hostaway, Whatsapp-approved, message template again.