Business Initiated Conversation
Companies can initiate a customer interaction with notifications like appointment reminders, shipping confirmations, or delivery tracking information. When you want to start communicating with an end user, you must set up template messages. These templates must be approved by WhatsApp Business solution.
Customer Support Window
User Initiated Conversation
Each time an end user sends a message to a WhatsApp Business solution account, the business has a 24 hour “support window” to reply. Enterprises are free to personalize and design the communication; therefore, no approval is needed. All incoming communications from your customers are free of charge.