API and Coexistence service window
For WhatsApp Cloud API and Coexistence, the Meta customer-service window is calculated from eligible customer messages. Once the 24-hour window closes, a business normally cannot send an arbitrary free-form message. Use an approved template that fits the purpose and provider policy.
What SHVYA checks
Before an outbound API action, SHVYA rechecks the message's account, lead, organization, current pipeline sender, relevant policy and available window. Cadence or a Workflow scheduled days ahead must not assume a free-form send will still be legal at execution time.
How to plan a follow-up
- Identify the goal and source of customer consent.
- Decide whether the follow-up may fall outside the service window.
- Configure and approve a suitable template for that situation.
- Use Cadence/Workflows only after testing the sender and template.
- If no suitable template exists, escalate to a human rather than silently sending prohibited text.
Read provider outcomes carefully
Accepted/sent is different from delivered and read. Failed and uncertain attempts need status reconciliation before replay to prevent duplicate customer messages.
Hosted and Instagram differences
Hosted has its own session-delivery mechanism; do not apply a Meta Cloud API API-window rule mechanically to its gateway. Instagram has a separate Meta messaging eligibility policy. Follow the channel-specific guide.