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Explained: Customer Care Window

The 24-hour customer care window or the 24-hour rule of WhatsApp explained.

Fabian Wernecke avatar
Written by Fabian Wernecke
Updated over 7 months ago

What is the Customer Care Window?

WhatsApp refers to a 24-hour time window as the Customer Care Window, during which you can freely communicate with the customer. This window opens from the moment of the last customer message and remains open for a duration of 24 hours. After the 24-hour period expires, you can only contact your customers using a WhatsApp Template Message. Once your customers initiate contact again, the time window reopens.

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