The WhatsApp 24-Hour Customer Care Window

What is the 24-hour customer care window?

The 24-hour WhatsApp customer care window is the period during which a business can freely respond to a customer on WhatsApp after the customer sends a message.

Once a customer messages your business, a 24-hour session opens. During this time, you can send messages without restrictions, including:

• Answers to questions

• Order or account support

• Follow-up messages

After 24 hours of inactivity from the business, the window automatically closes.

When does the 24-hour window start?

The 24-hour window starts as soon as the customer sends a message to your business on WhatsApp.

Each new customer message resets the timer and opens a new 24-hour window.

What happens after the 24-hour window closes?

Once the 24-hour window expires, businesses cannot send free-form messages to the customer.

To message a customer outside the 24-hour window, you must:

• Use an approved WhatsApp message template

• Ensure the message follows WhatsApp’s policies

These templates are commonly used for:

• Appointment reminders

• Order updates

• Account notifications

Why does WhatsApp use a 24-hour window?

WhatsApp enforces this rule to:

• Protect users from spam

• Encourage timely, relevant conversations

• Keep WhatsApp a customer-first messaging platform

This ensures customers stay in control of when and how businesses contact them.

How do I see that the 24-hour window is closed?

In you Saysimple workspace you can see this in the message input field.