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.
To learn more about WhatsApp Ttmplates, click here.
How can I check how much time is left?
In the relevant inbox with the customer in question, you will be able to see how long you have left to message the customer freely by the value under their name. If you see no time information under their name, this means the 24-hour period has expired, and you will need to use a template to contact them.
