Difference between Conversation & Customer Service Window
The customer service window is a period of time from a customer’s latest message until 24 hours later. It keeps resetting with every new customer message. Within the 24 hour period, you may send free form messages and message templates.
If the 24 hour period ends and you want to continue talking to the customer, you can only send a message template. By sending a message template you start a business-initiated conversation but a customer service window starts only if the customer replies. Once they reply you can send free-form and template messages.
If a customer service window ends and the customer sends you a new message, this starts a new customer service window. But a user-initiated conversation starts only if you reply to the customer within the 24-hour customer service window. Your messages within this period can be free-form or message templates.