The 24-Hour Customer Service Window
WhatsApp enforces strict messaging rules through its Customer Service Window policy:
Active Window (24 hours): Begins when a customer sends their first message
You can send free-form messages during this period
Unlimited replies allowed
Outside Window (>24 hours): Template messages required
Pre-approved templates only
Incurs conversation fees
Learn more about 24-Hour Customer Service Window
When Templates Are Required
Following up after 24 hours of inactivity
Proactive customer notifications
Marketing broadcasts
In steps know How to create WhatsApp templates
Pricing Considerations
Free: Customer-initiated messages (first 24h)
Paid:
Template messages ($0.005-$0.15 per conversation)
Media attachments (additional fee)
Click here to know more about WhatsApp messaging Pricing