24-hour WhatsApp customer-service window
Understand why free text may be blocked and templates are required after the window closes.
Simple explanation
After a customer messages the business, there is a customer-service window where normal replies are allowed. After that, the business should use approved template messages to restart the conversation.
Inside BOS
- AI Inbox should show a warning when free text is no longer allowed.
- The send box can be blocked for normal text.
- Template selection should be shown instead.
- Approved templates should be sent with correct variables.