24 hour window session on WhatsApp Business API
WhatsApp integration feature on PipeOne
Our platform offers an integrated WhatsApp feature that enhances user interaction. Once you integrate a WhatsApp account, a "WhatsApp Meta" tab will appear. If no WhatsApp number is linked, this tab will not be visible.
WhatsApp Business API integration creates a ‘WhatsApp Meta’ tab on PipeOne.
How to open sessions
The session is automatically opened when the contact sends you a message, and the session end time is set to 24 hours from that moment. For example, if a contact sends a message at 11:32 PM, the session will end at 11:32 PM the following day.
WhatsApp session restrictions
Meta imposes restrictions on sending messages to contacts unless they have initiated a conversation within the last 24 hours. This creates a session window that must be respected to avoid any messaging limitations. When this session expires, you might see a message indicating "WhatsApp session ended."
Handling session restrictions
If a session has not been initiated by the contact, messages can be sent using an official template that must have been pre-approved by Meta. This ensures compliance with Meta's messaging policies. You can create your own template.
Example use cases
It is possible to send a structured template and wait for the contact to respond, thereby opening a new session window again.
Here is an example template you can create:
Hello, {user}! I am {your name} from {your company}. I would like to keep helping you. Can I assist you with something else?
> Yes, please!
> No, thanks!
Free entry point conversations
A free entry point conversation is a special type of WhatsApp conversation that starts when a customer contacts you through a Click to WhatsApp Ad or a Facebook Page button, and you reply within 24 hours.
Duration: This conversation lasts for 72 hours from the moment your first reply is delivered.
Messaging: During these 72 hours, you can send template and non-template messages to the customer without extra charges.
Customer service window: You can only send non-template (free-form) messages within this 72-hour window session. If the customer replies again after, a new regular 24-hour window opens.
If you don’t reply within 24 hours: You must use an official template to contact the customer, and the conversation will be categorized according to the template type (marketing, utility, or authentication).
Example:
If the customer messages you via a Click to WhatsApp Ad at 10am and you respond via a template message at 10pm the same day:
The free entry point conversation starts at 10pm and lasts 72 hours.
You can send template messages at no charge in those 72 hours.
You can send non-template messages until 10am the next day, at which point the customer service window closes, as it is independent of the free entry point conversation (if the customer messages you again, however, it opens another 24-hour customer service window in which you can send any type of message).