API reference
Customer-care window
When free-form text is valid, and when a template is required.
An inbound message opens a 24-hour customer-care window on that conversation.
| Inside the window | Outside the window |
text on POST /api/v1/messages | Rejected. Send template instead |
| Image or file from the inbox | Template header or a link in the body |
| Keyword replies | Still require the window to be open |
assigneeId is a user id or null. Labels are a string list on the conversation. Internal notes are not messages and are not delivered to WhatsApp.
How a teammate assigns a chat is in the help centre.