WhatsApp connection API

What is User initiated conversation in WhatsApp Cloud API?

A user-initiated conversation is a message thread in which the user sends the first message to the business. The user can send any type of message. The message is transmitted to the WhatsApp Server via an Internet connection, and from there it also goes on to Business via the Internet. The 24-hour customer service window starts when the business responds to the customer.

What is Business initiated conversation in WhatsApp Cloud API?

A business-initiated conversation is a message thread in which the first message is an approved template message and is sent by the business to the customer. Prior registration is required. The 24-hour customer service window begins when the business sends the template message. Within the window, all messages sent back and forth between the customer and the business are linked to the conversation.

After the customer responds to the business's template message, the business can start sending any type of message to the customer. During the conversation, in the 24-hour customer service window, the business can send any type of message, it does not need to approve additional messages in advance.

If the customer does not respond after 24 hours, the business must send a new approved template message to the customer to restart the 24-hour customer service window.

If the business has not sent a message after 24 hours, but the customer responds to the business, then a User initiated conversation begins, which was presented previously.

What is Customer service window in WhatsApp Cloud API?

The Customer service window opens in two cases. In the first case, if the customer sends any type of message to the business. (User initiated conversation)

In the second case, the Company sends any type of approved template message to the Customer. (Business initiated conversation)

In time, if any of the above two types of messages are sent, the conversation starts in the 24-hour customer service window. The 24-hour customer service window restarts when the last Customer service window opening message is sent.