Customer service window

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.

What is the WhatsApp customer service window?

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.

Check if customer service window is open

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

Get channel details for a contact

Retrieve channel information for a given contact.

GET/workspaces/{workspaceId}/channels/{channelId}/contacts/{contactId}

Authorization

useraccessKey

Path parameters

workspaceId*string (uuid)

The ID of the workspace

channelId*string (uuid)

The ID for a channel

contactId*string (uuid)

The ID for a contact

Query parameters

Response

200404

OK

Body

application/json

serviceWindowExpireAt*nullable string (date-time)

isPermanentSessionnullable boolean

metadatanullable object

Request

JavaScriptCurlPython

const response = await fetch('/workspaces/{workspaceId}/channels/{channelId}/contacts/{contactId}', {
    method: 'GET',
    headers: {
      "Authorization": "Bearer jwt"
    },
});
const data = await response.json();

Response

200404

{
  "serviceWindowExpireAt": "2024-12-21T12:15:57.231Z",
  "isPermanentSession": false
}