Are there any free conversations provided?
Yes — Unlimited free Service conversations are included with WhatsApp Business Accounts (WABA).
These are customer-initiated chats where you can reply within 24 hours at no cost.
🆓 What Counts as a Free Conversation?
Type | Who Initiates | Message Format | Billed? |
Service | Customer | Free-form (24h) | ❌ No |
Marketing | Business | Template | ✅ Yes |
Utility | Business | Template | ✅ Yes |
Authentication | Business | Template | ✅ Yes |
✅ Service conversations start when the customer sends the first message.
→ You can reply with free-form messages for 24 hours from their last message without any charge.
⏳ Free Window Duration
- A Service conversation lasts 24 hours from the customer’s most recent message
- Every new customer message resets the 24-hour clock
- You may send unlimited replies during this free window
📊 Visual Diagram – 24h Free Service Window
⚠️ When Do Charges Apply?
You will be charged if:
- You initiate a conversation using a template (Marketing, Utility, Authentication)
- You send a message after the 24-hour service window without a customer’s new message
💡 Best practice: Encourage customers to initiate chats when possible to minimize billing.
🖥️ UI Steps & Screenshots (Placeholders)
- Login to WhatsApp Business Manager
- Navigate to “Conversation Insights
- Check Conversation Type
- Look for “Service” tag → indicates a free conversation
- Example:
Service • Customer initiated • Free
🔌 API Sample
Example response from WhatsApp API when pulling conversation metadata:
{ "conversation": { "id": "1234567890", "origin": { "type": "customer_initiated" }, "category": "service", "window": "24h", "charges": "free" }, "messages": [ { "from": "919999999999", "to": "918888888888", "type": "text", "text": { "body": "Hello, I need help with my order." } } ]}📚 Related FAQs
- What is a Service Conversation in WhatsApp?
- How Are Conversations Categorized and Billed?
- What Happens When the 24-Hour Window Expires?
🧠 Why This Matters
- Provide free, cost-efficient support to inbound customer queries
- Improve customer satisfaction with quick, no-cost replies
- Plan proactive outreach carefully — since template messages are always billable
✅ Final Note: Service conversations are unlimited and free. Charges only start when you go beyond the 24-hour window or initiate with a template.
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