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  1. Channels API
  2. Supported channels
  3. Programmable WhatsApp

Customer service window

Last updated 10 months ago

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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.

What is the WhatsApp customer service window?

A 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

customer service window

Get channel details for a contact

get

Retrieve channel information for a given contact.

Authorizations
Path parameters
workspaceIdstring · uuidRequired

The ID of the workspace

channelIdstring · uuidRequired

The ID for a channel

contactIdstring · uuidRequired

The ID for a contact

Query parameters
contactIdentifierValuestringOptional

The receiver identifier value.

Responses
200
OK
application/json
404
The request did not pass validation
application/json
get
GET /workspaces/{workspaceId}/channels/{channelId}/contacts/{contactId} HTTP/1.1
Host: 
Authorization: Bearer jwt
Accept: */*
{
  "serviceWindowExpireAt": "2025-05-09T06:07:24.964Z",
  "isPermanentSession": true,
  "metadata": {
    "ANY_ADDITIONAL_PROPERTY": "text"
  }
}
  • What is the WhatsApp customer service window?
  • Check if customer service window is open
  • GETGet channel details for a contact