What does a 24-hour window mean?

1. Business-initiated Conversations: These are the conversations initiated by you, as a business, with your customers/contacts. 
   1. You can initiate a conversation by sending a pre-approved template. This will open up a 24-hour window to chat with this contact.
   2. You cannot send a normal message until you get a response from the contact/customer. 
   3. Once you receive a response, it will open up a 24-hour window. This 24-hour window will refresh with every message exchange.
   4. You can send them multiple pre-approved templates if you do not get a response from the contact.  However, it is always advised not to send too many templates, as it can lead to spamming.
2. User-initiated or Contact-initiated conversations: The customers/contacts can also start a 24-hour window by sending you (business) a WhatsApp message. This is also called a service window. You are not required to send a pre-approved template message to have this conversation. 
   
   And, the 24-hour window shall refresh with every exchange of messages.
   
   However, if you have crossed the 24-hour limit, you'll have to send a pre-approved template to re-initiate the conversation.
   
   Having questions? File a Support Ticket or Book a call!