Understand the 24-hour customer service window, when free-form session messages apply, when Meta-approved templates are required, and how Get Click Media automates the transition. No failed sends, no missed replies.
Official Meta BSP · Noida, India · 10,000+ Businesses Served
24h
Customer Service Window
2
Message Types
0
Approval Needed for Session Replies
24×7
Support
Trusted by 10,000+ businesses across India
Four ideas that explain almost every question about session vs template messaging.
Opens the moment a customer messages your business number and lets you reply freely for 24 hours- no template needed.
Meta-pre-approved formats required to start a conversation or reach a customer once their 24-hour window has closed.
Every new inbound message from the customer resets the 24-hour clock, extending your free-form reply window.
Get Click Media's platform detects when a window is about to close and queues a template to keep the conversation going.
| Aspect | Session Message | Template Message |
|---|---|---|
| Approval needed? | No | Yes, Meta pre-approval required |
| Can initiate contact? | No- only within an open window | Yes- can start a new conversation |
| Format restrictions? | Free-form text, media, replies | Fixed structure with variables |
| Typical use case | Support reply, order query response | Proactive notification, marketing, reminders |
| Window dependency | Only within 24 hours of last customer message | Works outside or across the window |
| Pricing implication | Billed under active conversation pricing | Billed by template category (Marketing/Utility/Authentication) |
Approval needed?
Can initiate contact?
Format restrictions?
Typical use case
Window dependency
Pricing implication
Customer asks about order status- reply with a free-form session message within the open window.
Shipping update sent before the customer has messaged recently- requires a Utility template.
Customer went quiet for over 24 hours- a template message is needed to reach them again.
Promotional offer sent to a broad list- always requires an approved Marketing template.
Get Click Media's platform tracks every conversation's 24-hour window and automatically queues an approved template once it closes- so your messages always go through.
Get Click Media is an official Meta Business Solution Provider based in Noida, running WhatsApp messaging for 10,000+ Indian businesses. Our platform manages the session-to-template transition automatically, so your support and marketing teams never send a message that fails to deliver due to window rules.
Big or small, we power communication for all- talk to us today.
It's the 24-hour period that opens whenever a customer sends your business a message. Within that window, you can reply with free-form session messages without needing a pre-approved template.
Get Click Media's platform automatically manages session and template transitions- so your WhatsApp messaging just works.
