Glossary
A free-form message a business can send within the 24-hour customer service window.
A session message is any message a business sends to a customer during the open 24-hour service window, which begins when the customer last messaged the business. Within this window businesses can reply with free-form content — text, images, documents, audio, video, and interactive elements — without using a pre-approved template.
Session messages contrast with template messages, which are required to start a conversation or to message after the window has closed. They make real, natural back-and-forth support possible because agents and bots can answer freely.
Once 24 hours pass without a new customer message, the window closes and the business must use an approved template to re-engage.
Session messages are how you have natural, unrestricted conversations — knowing the window's limits prevents stalled chats and surprise template costs.
Defuser AI's unified inbox and Talksy bot reply with rich session messages inside the window and switch to templates automatically when it closes — all on your WhatsApp Business API.
A free-form message a business can send within the 24-hour customer service window.
Session messages are how you have natural, unrestricted conversations — knowing the window's limits prevents stalled chats and surprise template costs.
Start free in minutes — no code, no credit card. Connect WhatsApp, Instagram, Messenger and TikTok in one platform.
Start for Free →
DEFUSER