The period after a customer messages you during which you can reply freely without a template.
The 24-hour service window (or customer service window) opens each time a customer messages your business. Within it you can reply with free-form messages — no template needed — and these service conversations are free.
Once 24 hours pass with no new customer message, you must use an approved template message to reach them again.
Put it into practice with Hyyper
WhatsApp broadcasts, chatbots and a shared inbox on Meta's official platform.
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Related terms
- Opt-in
- Green Tick (Official Business Account)
- wa.me Link
- Business Solution Provider (BSP)
- WhatsApp Business API
- Template Message