24-Hour Messaging Window
WhatsApp's rule limiting free-form replies to 24 hours after the last customer message.
Definition
The 24-hour messaging window is a WhatsApp Business API policy that allows businesses to send free-form (session) messages to a customer only within 24 hours of the customer's last message. After the window closes, businesses must use pre-approved message templates.
In Depth
The 24-hour window encourages timely responses and protects users from spam. Within the window, businesses can send any message type (text, media, interactive). Outside the window, only approved templates can be used, and each template message opens a new 24-hour window if the customer replies.
Lodgestory tracks messaging windows automatically, alerting agents when windows are about to close and enabling template message sending when windows expire.
See it in action
Learn how Lodgestory implements this concept in the WhatsApp Business API feature.
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