What are customer care messages?

Tauben_Tenty — Fri, 11 Jul 2025 21:52:37 GMT

A customer care message is defined as:

A customer response to your template message.
A business response to your customer within a 24-hour time window (customer service window) from the last customer response to you
Mobile Originated messages (messages sent from the customer to the business) at any time.

Your customer pays nothing to communicate with you and there are no charges. As with any OTT Messaging service, a very small amount of data is consumed from the users’ data plan if connected by a cellular network. Customer care messages (also referred to as session messages) do not require approval and can comprise different message types:

Contact Information
Maps
Audio
Image
URL Preview etc.
MP4 Video

These messages would typically be integrated with data in real-time from your BSS/OSS systems to form a personal, interactive communication:

After the 24hour customer service window expires, outbound messages from the business require another message template to re-initiate the window. The customer can reinitiate the window at any time.

Sending WhatsApp messages to your customers couldn’t be easier or more secure with the Sinch WhatsApp Business API – Learn more.

article What are customer care messages? in WhatsApp

What are customer care messages?