Customer service window
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If you’re sending a message to a customer to initiate a conversation, you’ll need to use a message template. You’ll also need to do this if you’re replying to a customer after the 24-hour care window has closed.
A customer service window is a period of time during which a business can send any type of message to a recipient (user). This window lasts for 24 hours and it can be initiated by either the business or by the customer.
When a customer sends any type of message to a business, and the business replies to it, the customer service window starts. This is known as user-initiated conversation and no prior opt-in is required. When a business sends a template message to a recipient (user), then the customer service window starts. This is known as business-initiated conversation and prior opt-in is required.
For some channels it is only possible to send non template messages if the customer service window is open. The following endpoint will return the expiry time for any active service windows
Retrieve channel information for a given contact.
The ID of the workspace
The ID for a channel
The ID for a contact
The receiver identifier value.