Sending messages & delivery
In one sentence
Type a reply, attach media if you like, and send — then watch each message climb from sent to delivered to read, just like the ticks in WhatsApp.
Sending a reply
In an open conversation, use the composer at the bottom to send:
- Text — plain messages, with emoji.
- Media — images, documents, audio, video (drag in or attach).
- Canned replies — type
/to insert a saved snippet (see productivity). - Templates — for reaching out first or after 24 hours (see templates in chat).
Free-form replies (text/media you type) can only be sent within the 24-hour window. If that window has closed, the composer will steer you to send a template instead. Full explanation in The 24-hour window.
What the delivery statuses mean
Every outbound message reports its progress back from WhatsApp:
| Status | Meaning | Roughly like WhatsApp’s… |
|---|---|---|
| Pending | Queued, leaving MsgBuddy | (clock) |
| Sent | WhatsApp accepted it | one grey tick |
| Delivered | It reached their phone | two grey ticks |
| Read | They opened it | two blue ticks |
| Failed | It couldn’t be delivered | — |
Read receipts depend on the customer having them switched on. If someone disables read receipts on their phone, you’ll see Delivered but never Read — that’s normal and not an error.
When a message fails
A Failed message shows an error reason. Common causes:
| Reason | What it usually means | What to do |
|---|---|---|
| Outside the 24-hour window | You tried a free-form message too late | Send a template instead. |
| Invalid number | The number isn’t on WhatsApp | Verify the contact’s number. |
| User blocked your business | They blocked you on WhatsApp | Nothing to do — respect it. |
| Rate/quality limit | You’re sending too much, too fast | Slow down; check your quality rating. |
Don’t panic over the occasional failure — some numbers simply aren’t on WhatsApp. But a sudden spike in failures is a signal: check your quality rating and whether you’re inside the sending rules.
Rich messages you’ll receive
Customers can send more than text — images, documents, voice notes, locations, and interactive replies (like tapping a button or picking from a list). These all appear in the thread; media opens in a gallery/lightbox.
How this connects
- Delivery statuses roll up into Analytics and, for bulk sends, the campaign report.
- The “outside the window → send a template” nudge is the 24-hour window in action.
Next: the rule behind it all — the 24-hour window →.