Understanding the 24-hour messaging window

WhatsApp enforces a 24-hour service window to protect users from spam. Here's how it works.

How the window works

1. Customer sends you a message → A 24-hour window opens
2. During the window → You can send any type of message (text, media, interactive) without using templates
3. After 24 hours → The window closes. You can ONLY send pre-approved template messages

The window resets every time the customer sends a new message.

What you can send during the window

• ✅ Text messages
• ✅ Images, videos, documents, audio
• ✅ Interactive messages (buttons, lists)
• ✅ Voice notes
• ✅ Reactions
• ✅ Location
• ✅ Contacts
• ✅ Template messages (also work inside the window)

What you can send outside the window

• ✅ Template messages only
• ❌ Everything else will fail

How AIsoule shows the window status

In the chat view, AIsoule shows:

• Green indicator — Window is open, you can send any message
• Yellow indicator — Window is about to expire (less than 1 hour remaining)
• Red/closed indicator — Window is closed, templates only

Tips for managing the window

1. Respond quickly — Don't let the window expire before resolving the customer's issue
2. Use canned responses — Pre-written replies help you respond faster
3. Set up auto-replies — AI chatbot can respond instantly, keeping the window open
4. Plan follow-ups — If you need to follow up after 24 hours, use a template

Pricing implications

• User-initiated conversations (customer messages first) — Charged at a lower rate
• Business-initiated conversations (you send a template first) — Charged at a higher rate
• Service conversations (replying within the window to a customer query) — Free in many markets

See Meta's per-message pricing for current rates.

Common questions

Q: Does the window apply to template messages? No. You can always send template messages regardless of the window status.

Q: What if I send a message right before the window closes? The message will be delivered, but you won't be able to send follow-ups unless the customer replies again.

Q: Can I extend the window? No. Only a new inbound message from the customer resets the 24-hour timer.