24-hour Customer Service Window
On this page you learn what a customer service window is in detail.
Every time a customer sends you a message, a 24-hour period of time opens, which is called customer service window or customer care window. In other words, the customer service window is a 24-hour period of time from a customer’s last message. During this period, you can send free-form messages with any format and content.
If you want to message a customer outside the 24-hour customer service window, you can only send a message template. If the customer replies, you can send free-form messages. If they don’t, you can only send them a message template.
Below is an example of what the 24-hour customer service window looks like in action:
Let’s say that a customer wants to ask you a question about the price of a product. They send a message to you on Wednesday at 9 AM, starting a customer service window. You now have 24 hours to reply to them with free-form messages. On Wednesday at 11 AM you reply to them. On Wednesday at 12 PM they message you, resetting the customer service window.
Two days later, on Friday, your last customer service window has already ended. When the customer messages you, it starts a new customer service window. You now have 24 hours to reply with free-form messages.
If on Friday, you want to message the customer, after the last customer service window has ended, you can send a message template only.
You must wait for the customer to reply so that you can send free-form messages.