Customer context: A customer wants to know if they can initiate a new WhatsApp conversation using a custom message.
Customer: Can I start a new WhatsApp conversation by any custom message?
Answer: No, due to WhatsApp policy, you can only reply freely to customer's messages within a 24-hour limit. For new conversations or after the limit, you must use WhatsApp message templates. Learn how to create and use WhatsApp message templates at https://support.liveagent.com/177664-WhatsApp.