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The 24-hour window is a core part of how WhatsApp with Chatarmin messaging works. It’s designed to promote fast, customer-friendly conversations between businesses and users - while preventing spam and unwanted messages.

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🕐 How the 24-Hour Window Works

When a customer sends a message to your business (for example, by asking a question, replying to a campaign, or requesting support), WhatsApp automatically opens a 24-hour service window. During this 24-hour period:
  • Your business can reply to the customer as often as needed
  • You can send free-form messages (any text, media, buttons, etc.)
This window gives your team the flexibility to resolve issues, follow up, or continue conversations naturally, without any restrictions or additional fees. Chatarmin help center image

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❓What Happens After 24 Hours?

If the customer does not send another message within 24 hours, the window closes. At that point:
  • You can no longer send free replies
  • WhatsApp blocks free-form messages
  • The only way to re-engage is by sending a paid, pre-approved message template
As soon as the customer sends any new message, a new 24-hour window opens. Template messages outside the 24h window must be approved by Meta in advance and may have different pricing depending on their type (Marketing, Utility, Authentication). Want to understand how Meta charges for messages?
👉 Here is an article explaining how Meta’s pricing works