Glossary / WhatsApp

Industry terms

24-hour customer service window

On the WhatsApp Business Platform, when someone messages a business, the business can reply freely for 24 hours; after that it must use an approved template.

Also called: 24-hour window, customer service window, session window

By Aulto · Last reviewed

Why does the window matter?

Inside it, you can answer naturally and send what the person asked for. Outside it, every message has to be a template, which needs approval and may cost more.

How do you make use of it?

Invite people to message you first, for example with a keyword, then reply with the link or answer while the window is open.

Example

A fan messages "tickets" at 9pm; the artist's team can reply with seat options until 9pm the next day without a template.

  • Message template

    A message template is a pre-approved WhatsApp message format a business must use to start a conversation with someone on the WhatsApp Business Platform.

  • WhatsApp broadcast

    A WhatsApp broadcast is one message sent to many opted-in contacts at once, each receiving it as a private chat rather than in a group.

  • Release flow

    A release flow is a set of messages sent automatically around a release: an announcement before it, a reminder the day before, an out-now message and a follow-up.

  • WhatsApp Business Platform

    The WhatsApp Business Platform (the WhatsApp Business API) lets businesses message customers at scale through software, using Meta-approved templates and opted-in contacts.

  • WhatsApp Business app

    The WhatsApp Business app is WhatsApp's app for small businesses, with a business profile, catalogue, quick replies, labels and broadcast lists, run from a phone.

Sources

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