https://community.sinch.com/t5/WhatsApp/What-is-a-customer-service-window/ta-p/6858 <DIV class="lia-message-template-content-zone"> <P>You can send responses to user-initiated messages. You may respond to user messages with any type of message (including non-templated messages) within 24 hours of message receipt. This 24-hour period is known as the <STRONG>customer service</STRONG> <STRONG>window</STRONG>, or a customer care session. Non-templated messages and&nbsp;<STRONG>utility</STRONG> messages sent within a customer service window will not be charged.</P> <P>&nbsp;</P> <P><STRONG>Marketing</STRONG> and&nbsp;<STRONG>authentication</STRONG> template messages will be charged based on their category, regardless of whether they are sent within a customer service window. Note that, if sent outside of a customer service window,&nbsp;<STRONG>utility</STRONG> messages will also be charged.</P> <P>&nbsp;</P> <P>For more information refer to the following WhatsApp article:&nbsp; <A href="https://developers.facebook.com/docs/whatsapp/overview/messages" target="_blank" rel="noopener">WhatsApp Business Platform Messages Overview</A>.</P> <P>&nbsp;</P> <P><EM>Learn more about how you can</EM>&nbsp;<EM> use the </EM><A href="https://www.sinch.com/products/apis/messaging/whatsapp/" target="_blank" rel="noopener"><EM>Sinch WhatsApp Business API</EM></A><EM> to send messages easily and securely.</EM></P> </DIV> Fri, 11 Jul 2025 21:34:34 GMT Tauben_Tenty 2025-07-11T21:34:34Z https://community.sinch.com/t5/WhatsApp/What-is-a-customer-service-window/ta-p/6858 <DIV class="lia-message-template-content-zone"> <P>You can send responses to user-initiated messages. You may respond to user messages with any type of message (including non-templated messages) within 24 hours of message receipt. This 24-hour period is known as the <STRONG>customer service</STRONG> <STRONG>window</STRONG>, or a customer care session. Non-templated messages and&nbsp;<STRONG>utility</STRONG> messages sent within a customer service window will not be charged.</P> <P>&nbsp;</P> <P><STRONG>Marketing</STRONG> and&nbsp;<STRONG>authentication</STRONG> template messages will be charged based on their category, regardless of whether they are sent within a customer service window. Note that, if sent outside of a customer service window,&nbsp;<STRONG>utility</STRONG> messages will also be charged.</P> <P>&nbsp;</P> <P>For more information refer to the following WhatsApp article:&nbsp; <A href="https://developers.facebook.com/docs/whatsapp/overview/messages" target="_blank" rel="noopener">WhatsApp Business Platform Messages Overview</A>.</P> <P>&nbsp;</P> <P><EM>Learn more about how you can</EM>&nbsp;<EM> use the </EM><A href="https://www.sinch.com/products/apis/messaging/whatsapp/" target="_blank" rel="noopener"><EM>Sinch WhatsApp Business API</EM></A><EM> to send messages easily and securely.</EM></P> </DIV> Fri, 11 Jul 2025 21:34:34 GMT https://community.sinch.com/t5/WhatsApp/What-is-a-customer-service-window/ta-p/6858 Tauben_Tenty 2025-07-11T21:34:34Z