As an agent, you can use a message template or media carousel to respond to customers that use WhatsApp. If a WhatsApp message is more than 24 hours old, you can only send a message using a template. After the customer responds again, the 24-hour timer resets.

To use a WhatsApp template message or media carousel:

1. Accept the WhatsApp interaction.
2. Go to Canned Responses.
3. Search for the template or the media carousel you want to use.
   Use the Show All or Show Available filter. Show All displays all messages but grays out all unavailable messages. Show Available displays only available messages. Genesys Cloud hides unavailable messages and libraries with no available responses.
4. Fill in the required template fields. If the conversation attributes match the field name, Genesys Cloud populates the value of the fields. For more information, see Substitutions overview.
   Note: An agent must populate all fields or use automatic substitution to populate the fields. If the conversation attributes match the field name, Genesys Cloud populates the value of the fields. If a field is missing a value, Genesys Cloud displays an error and the message does not send.
5. Click Send.