What is 24-Hour Messaging Window?

Definition

The 24-hour messaging window is a WhatsApp Business API policy that allows businesses to send free-form (session) messages to a customer only within 24 hours of the customer's last message. After the window closes, businesses must use pre-approved message templates.

How it works

The 24-hour window encourages timely responses and protects users from spam. Within the window, businesses can send any message type (text, media, interactive). Outside the window, only approved templates can be used, and each template message opens a new 24-hour window if the customer replies.

In Lodgestory

Lodgestory tracks messaging windows automatically, alerting agents when windows are about to close and enabling template message sending when windows expire.