The Customer Care Window is a 24-hour time frame in which you can communicate with customers in a rich conversation using so-called Session Messages, reacting to them in a real-time and interactive chat with rich media capabilities. This means your message is not limited to the pre-approved Message Templates, though Message Templates are possible within a customer care window as well. Moreover, chatting with your customer in this 24- hour customer care window will not be charged the WhatsApp fee. The customer care window ends 24 hours after the last message is sent by the end-user. After 24 hours, you will only be able to send a notification via Message Templates. Each time the customer sends you a message, whether this is the conversation initiating message or another reply in the conversation, the 24hour customer care window will restart. So, from the last message your customer has sent you, you have 24 hours to send custom messages, free of charge unless you exceed your package.