WhatsApp 24-hour window
The WhatsApp 24-hour window, which Meta calls the customer service window, opens when a guest messages or calls a business on WhatsApp and restarts each time they write again; while it is open the business may send any reply, and once it closes only an approved template message can be sent.
What it means for a hotel
Every message the guest sends gives the hotel a day to answer freely. A reply sent at 09:00 to a question that arrived at 23:00 the night before is still inside it.
A message the hotel wants to start two days later, such as a reminder that a deposit is due or a link before arrival, falls outside it unless the guest has written in the meantime. Plan for both cases: answer inside the window, and send what must go out later as an approved template or by another channel the guest agreed to.
Where Wizorks fits
Sarah’s replies sit inside the window, because she is answering. Before Wizorks starts a message on WhatsApp, it checks the guest’s window. When the window has closed, the message is not sent there and is recorded as not sent, with the reason; a payment reminder waits and goes out once the guest writes again.