The 24-hour customer service window
When a customer messages or calls your WhatsApp number, a 24-hour customer service window opens. Each new message from the customer resets it to 24 hours. Your own messages do not reset it.
While the window is open, your team can send normal replies, images and documents. When it closes, you can only send an approved template until the customer writes again.
The window counts real hours, not your opening hours. A message at 10:00 on Monday closes at 10:00 on Tuesday unless the customer writes again.
How GoDesk shows the window
When you write a WhatsApp message to a contact, GoDesk shows when the window closes. If it has closed, GoDesk tells you that WhatsApp only allows a free message within 24 hours of the customer’s last message, and suggests email, SMS or an approved template instead.
Messaging limits
Meta limits how many different customers your business can start conversations with in 24 hours using templates. Replies to customers who messaged you do not count against it. The limit now applies to your whole business portfolio, shared by all its numbers.
A new portfolio starts on a low limit. It rises when you verify your business, or when you send enough high-quality template messages, and then grows step by step as you use it well. Check the current levels in Meta’s messaging limits documentation, as they change.
Quality rating
Meta rates the quality of your messages from customers’ reactions over recent days, mainly how often people block or report you. The rating is high, medium or low. Administrators can see it in WhatsApp Manager in Meta Business Suite, or ask GoDesk.
Low quality can lead to warnings, paused templates and a lower messaging limit. Send only to people who agreed to hear from you, make messages relevant, honour every request to stop, and do not send the same promotion too often.
What Meta charges
Meta charges per delivered template message. The price depends on the template category (marketing, utility or authentication) and the recipient’s country, with lower rates at higher volumes for some categories.
Normal replies inside the 24-hour window are free, and utility templates sent inside an open window are also free. Marketing templates are always charged.
Meta changes its prices from time to time. Check the current rates in Meta’s WhatsApp pricing documentation before you plan a campaign.
GoDesk's WhatsApp fee
GoDesk’s own WhatsApp fee is separate from Meta’s charges and from your workspace subscription. See the WhatsApp pricing section on the GoDesk WhatsApp page of our website, or ask us for a quote based on your expected volumes.
Need help?
If you are a GoDesk customer and get stuck at any step, email help@godesk.co.ke. Tell us your workspace name, the business number and what you see on screen. Never send passwords, verification codes or your two-step PIN by email.
New to GoDesk and planning WhatsApp for your business? Email hello@godesk.co.ke and we will talk you through the journey before you start.
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