WhatsApp 24-Hour Customer Service Window
Know when a customer reply is part of an active WhatsApp service conversation.
WhatsApp messaging rules determine how a business can respond after a customer contacts it. The current 24-hour customer service window is an important operational rule; outside the applicable window, a suitable approved template is generally needed for outreach.
Build follow-up around the right messaging path.
A shared inbox helps staff see the latest customer message. Templates help your team prepare appropriate follow-up when a normal free-form reply is not available under the current platform rules.
Customer messageInbound customer contact opens the service conversation under the current WhatsApp rules.
Timely staff responseKeep the conversation visible so staff can reply while it remains relevant.
Template follow-upUse an approved template for applicable business-initiated communication.
Current policy mattersAlways verify the latest Meta and WhatsApp requirements before a campaign.
Customer follow-up
Use templates and staff visibility to keep WhatsApp communication organised.
See SaraBiT Connect’s template and bulk-message workflow.