What are customer care messages?

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A customer care message is defined as:

• A customer response to your template message.
• A Business response to your customer within a 24hour time window (customer care session) from the last customer response to you
• Mobile Originated (Customer > Business) message 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 care session expires, outbound messages from the business require another message template to re-initiate the conversation.  The customer can reinitiate the conversation at any time.

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