Messaging

Session Window (24-hour)

A 24-hour period after a user messages your business in which you can reply freely on WhatsApp without using a template.

Definition

On the WhatsApp Business Platform, the 24-hour customer service window (or session window) opens each time a user sends an inbound message to a business. During those 24 hours, the business can send any text, media, or interactive message in reply without using a pre-approved template. Once the window closes, the business must use an approved template — usually a utility or marketing category — to re-initiate the conversation, and that send is billed differently.

Example

A customer messages a shop at 10 a.m. asking about sizing. The shop has until 10 a.m. the next day to reply with free-form messages. After that, they'd need a template to follow up.

How it relates to WellPlan

WellPlan surfaces the remaining session time inside the inbox and switches the composer to template-only mode once the 24-hour window closes, helping teams stay compliant. See the WhatsApp integration.