Applies To
- Messages API
When a customer sends a message to your Business or replies to it, that opens a 24-hour window.
During this window, your business can send any message including the Template messages or the free-form(i.e non-templated) messages.
Examples of free form messages are:Text, Images,Video, Interactive buttons, etc
After 24 hours from the customer's last message, the window closes. Once it's closed, you can only send pre-approved template messages.
If the customer sends another message or replies after the existing 24-hour window has closed, a new 24-hour window opens.
If you try to send free-form or non-templated messages outside of the customer care window, your Message will be rejected. Please take a look at this article for the error code.
Additional Information
WhatsApp Business Platform Specific Terms