What Is a CSW and Why Is It Important in WhatsApp?
What Is a CSW and Why Is It Important in WhatsApp?
CSW stands for Customer Service Window. It is a Meta 24-hour time window rule during which the users can reply to a customer on WhatsApp using normal, free-form messages.
During the CSW, the conversation works like a regular chat.
Once the CSW expires, WhatsApp restricts messaging until a template is used.
How Does the CSW Start?
The 24-hour timer is not static. It resets completely every time the customer sends a new message to the business.
What Happens When the CSW Expires?
When the 24-hour window ends:
the chat is marked as Expired
users can no longer send free-form messages
to contact the customer again, the users must send an approved WhatsApp Template
Done 🎯
CSW is one of the most important WhatsApp rules to understand:
CSW active → reply freely
CSW expired → template required
Customer replies → timer resets
Once you understand CSW, WhatsApp messaging in Squaretalk becomes simple and predictable.
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