What are customer care messages?

A customer care message is defined as:

• A customer response to your template message.
• A business response to your customer within a 24-hour time window (customer service window) from the last customer response to you
• Mobile Originated messages (messages sent from the customer to the business) at any time.

Your customer pays nothing to communicate with you. As with any OTT Messaging service, a very small amount of data is consumed from the users’ data plan if connected by a cellular network. Customer care messages (also referred to as service messages) do not require approval and can comprise different message types:

• Contact Information
• Maps
• Audio
• Image
• URL Preview etc. 
• MP4 Video. 

These messages would typically be integrated with data in real-time from your BSS/OSS systems to form a personal, interactive communication:

After the 24hour customer service window expires, outbound messages from the business require another message template to re-initiate the window.  The customer can reinitiate the window at any time.

Sending WhatsApp messages to your customers couldn’t be easier or more secure with the Sinch WhatsApp Business API – Learn more.