What Session Message means
A session message — also called a free-form or service message — is any message a business sends inside the 24-hour customer-service window that opens each time a customer messages the business. Within this window the business can reply freely with text, media and interactive messages, without using a pre-approved template.
Once 24 hours pass since the customer's last inbound message, the window closes and the business must use an approved message template to reach that customer again. The window reopens with each new customer message.
This distinction is central to WhatsApp: templates start or reopen conversations, session messages carry them on. InfiQ's shared team inbox is built around handling these live session conversations across a team.
