Customer service window

The customer service window is a 24-hour period that opens whenever a customer sends your business a message on WhatsApp. Each new message from the customer restarts the 24 hours.

What you can do inside it

• Send free-form replies of any type: text, media, buttons, lists and product messages.
• Send utility templates free of charge.
• Send marketing or authentication templates, which are still charged.

Free-form replies inside the window are not charged by Meta.

What happens when it closes

Once 24 hours pass without a new customer message, you can no longer send free-form messages. To get back in touch, you need an approved template. If the customer replies, a new window opens.

Why it matters

Fast replies mean more of your conversation happens inside the window, which keeps costs low and lets your team use richer message types. Whatsuite shows a countdown on every chat so agents know how much time is left.