BroadcastoA session message is any free-form WhatsApp message a business sends while the 24-hour customer service window is open. Session messages support text, image, video, document, audio, location and interactive elements — without needing a pre-approved template.
Once the 24-hour window closes (the customer has not messaged for 24 hours), session messages are blocked and only approved templates can re-engage the user.
Broadcasto's inbox shows a session timer on every chat — agents see exactly how much time is left to send free-form replies.
Related terms
- WhatsApp 24-Hour Customer Service Window — The 24-hour window where you can send free-form replies without a template.
- WhatsApp Message Template — A pre-approved message structure required to start a conversation with a customer.