Are there any free conversations available?

Are there any free conversations available?

Yes. WhatsApp offers unlimited free service conversations per month for every WhatsApp Business Account (WABA). However, this applies only to a specific type of message exchange.

đź’¬ What Are Free Service Conversations?

These are customer-initiated conversations—meaning the user sends the first message.
WhatsApp classifies these as Service Conversations, which are:

  • Free of charge, regardless of how many occur per month
  • Valid across all phone numbers within your WABA
  • Limited to a 24-hour window per customer interaction
âś… You can reply using free-form messages without using a template during this 24-hour window.

❌ What Conversations Are NOT Free?

The following categories are paid and deducted from your balance:

  • Marketing Conversations: Promotions, offers, and announcements initiated by your business
  • Utility Conversations: Transaction updates, confirmations, or reminders
  • Authentication Conversations: Login codes, OTPs, or identity verification templates
đź”’ These require pre-approved templates and may incur charges per message or per 24-hour session.

🧾 Example Scenarios

Scenario

Free?

Why

Customer sends a support question → You reply

âś…

Customer-initiated service conversation

You send a promo template to a lead

❌

Marketing conversation

You send a login code template

❌

Authentication conversation

You send an order confirmation

❌

Utility conversation

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