WhatsApp FAQs
Answers to common questions.
Yes, you can use an Approved message template to send WhatsApp messages in bulk to a predefined audience via Campaigns.
If you’re sending a message to a customer to initiate a conversation, you’ll need to use a message template. You’ll also need to do this if you’re replying to a customer after the 24-hour care window has closed.
The customer service window is a period of time during which a business can send any type of message to a recipient (user). This window lasts for 24 hours and it can be initiated by either the business or by the customer.
How does the customer service window work?
The window starts when a customer sends a message and the business replies. This is known as user-initiated conversation and no prior opt-in is required. When a business sends a template message to a recipient (user), then the customer service window starts. This is known as a business-initiated conversation and prior opt-in is required.
