Customer service window
On the WhatsApp Platform, the customer service window is the period after a user contacts a business during which non-template messages can be sent. Outside this window, businesses generally send template messages, which are subject to sending limits.
On this page
Source content checked . English translation published 2026-10-27.
In business automation
The service window affects which types of WhatsApp messages can be sent. Automation should account for when the customer last messaged and the platform's current rules, not just when the inquiry was opened.
Examples
These examples illustrate a possible workflow. Adapt the connections and rules to your own systems.
Business workflow example
A customer contacts the business in the morning, and an agent gets back to them later. Before sending, the system checks whether the service window is still open. Otherwise, it uses an appropriate messaging path instead of repeatedly trying to send free-form text.
Relevant tools
- WhatsApp Cloud API
- The platform's messaging rules also apply when another system calls the API.
What to check
- Do not calculate the window from a message sent by the business. Explicitly define the source used for the calculation and the platform rules.