—> Understand what types of conversations exists and why it matters

The 24h window

• Conversations are message threads between you and your customers.
• Once started, they last up to 24-hours

User- vs. business-initiated

Conversations can be initiated by you (business-initiated) or your customers (user-initiated).

• Customers can initiate a conversation by sending you any type of message
• Business can only initiate a conversation with an so called Update (template that has been approved)
• Once the conversation has begun, you can then send any type of message to the customer.

—> The 3 types of messages

Based on the rules introduced above, there are three kinds of distinct messages

1. Incoming messages

Incoming messages are any message you receive by a user. With each incoming message, an 24h incoming conversation window is opened (referred to as customer service window). Within this window you can freely chat with your users.