"Customer service window" - 24 hours from the moment of receiving the last message from the client.
If a client starts a WhatsApp conversation, no consent or templates are required within the "Customer service window".
Messages that you send to the client outside of the "Customer service window", including if you want to write first in WhatsApp, must follow a template (HSM - Highly Structured Message) and the client must provide the consent of such messages in advance.
Message templates for sending outside of the "Customer service window" are pre-agreed with WhatsApp. Templates approval is free at any tariff. Templates can be with buttons.
If a customer responds to a template message, a "Customer service window" opens, which does not require templates.
WhatsApp MailingLast update: 24.01.2022
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