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. Once the customer initiates contact again, the 24-hour window restarts.
If you are looking for a workaround that allows you to contact customers after the 24-hour window has expired, you can use WhatsApp template messages.
To learn more about WhatsApp Templates, 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.
FAQ
FAQ
Does sending a message to a customer reset the window?
No. Only an incoming message from the customer resets the 24-hour window. Messages sent by your team do not extend or restart it.
Does the customer care window apply to all channels?
No. The customer care window is specific to WhatsApp. Other channels such as email, Instagram, and Live Chat have different rules around when and how you can message customers.
What happens if I try to send a message after the window has closed?
Superchat will prompt you to send a WhatsApp template instead. You will not be able to send a free-form message until the customer responds and reopens the window.
Can I send any type of message within the customer care window?
Yes. Within the 24-hour window you can send free-form text, images, files, voice messages, and other media without needing a pre-approved template.
Does sending a WhatsApp template reopen the customer care window?
No. Sending a template does not reopen the window. The window only reopens when the customer replies to your message.
What if the customer never replies?
If the customer does not respond, the window remains closed and you can only contact them again using a WhatsApp template.