WhatsApp Business API session window

Learn how WhatsApp session windows work, when they open/close, and how to stay compliant.

The session window on WhatsApp Business API is the 24-hour period where you can send free-form responses after a user message. Managing sessions well keeps you compliant and responsive.

Key takeaways

Session opens when a user messages you and lasts 24 hours from that timestamp.
Inside the window: send free-form replies; outside: use templates.
Timely responses and SLAs help avoid extra template costs.

How the session window starts and ends

Opens when a user sends you a message.
Closes 24 hours after their last message.
New user messages restart the 24-hour timer.

Staying compliant

Use approved templates after 24 hours to re-engage.
Avoid sending unapproved content outside the window.
Monitor SLA timers to respond before the window closes.

Operational tips

Set alerts for aging conversations approaching 24 hours.
Use bots to acknowledge and triage instantly.
Route high-priority chats to agents to stay within the window.

FAQs

Do weekends affect the 24-hour timer?

No. The timer is continuous from the last user message, regardless of day.

Can I pause the timer?

No. The 24-hour clock cannot be paused; prioritize timely replies.

Does a template send open a session window?

Templates start a conversation, but free-form replies still require the user to respond to open a service window.

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