5. How do templates assist businesses in effectively communicating with customers on WhatsApp Business API?

The expiry time of chats in WhatsApp Business API is set by WhatsApp and cannot be directly increased or modified. According to WhatsApp guidelines, the chat session expires after 24 hours of the customer's last message.

After the 24-hour expiration, you can only send "Template Messages" to the customer. If the customer responds to the template message, the session is restarted, and the expiry time is increased.

Use the template message to initiate a conversation with customer.