The "WhatsApp 24-hour Customer Care Window" is a 24-hour time frame during which a company can freely respond to an incoming message.
Summary
The WhatsApp 24-Hour Customer Care Window (24H CCW) is the period in which you can freely respond to a customer’s message without using a pre-approved template.
What is the 24-Hour Customer Care Window?
The 24H CCW is a 24-hour period starting from the moment a customer sends you a message. During this time, you can send any reply, fully typed and personalized, without restrictions.
Once the 24-hour window closes, you can only send messages using an approved WhatsApp template.
Why does WhatsApp have this rule?
WhatsApp created the 24H CCW to ensure quick response times and maintain the quality of conversations on their platform.
How it works
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Each time the customer sends a new message, the 24-hour window resets.
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This means a conversation can last longer than 24 hours, as long as the customer continues to respond within the timeframe.
In Saysimple
The platform shows a notification above the message field when the 24H CCW has closed, letting you know you must use a WhatsApp template to reply.
