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WhatsApp's Customer Care Window
When a customer sends a message to you on WhatsApp, a 24-hour timer called a Customer Service Window starts. Within this 24-hour window, you can send free-form messages or message templates to the customer without any additional charges.
However, if it has been more than 24 hours since the customer last messaged you, you are outside the customer service window and must use an approved message template to contact the customer again, just like you would if you were initiating a brand-new conversation with them.
The 24-hour customer care window for WhatsApp provides a layer of protection for customers by ensuring that businesses respond to their inquiries within a specified time frame, and by protecting them from unwanted or spammy business messages.
This window allows customers to initiate a conversation with a business, ask questions, and get the support they need in a timely manner.
We also display a countdown timer to inform agents of how much time remains for them to reply.