Can agents continue to send template messages after initiating a conversation?

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• Are non-template messages allowed during a free-entry point conversation?

  Yes, businesses can send non-template messages during a free-entry point conversation, provided that there is an open customer service window between the business and the customer.

• How is a conversation charged when a template is sent?

  When the user sends a marketing, utility, or authentication template to a customer, Meta checks for an open conversation of the same category. If one exists, no new conversation is opened. If none exists, a new 24-hour conversation is started. ...

• How can an agent initiate a new conversation?

  Agents can only start new conversations using pre-approved template messages. Free-form messages are enabled only after the customer replies.

• Can other agents access Assigned conversations?

  Other agents can view the conversation but cannot intervene unless the assigned agent transfers it or an admin/manager takes control.

• What happens if a marketing template is sent during an open service conversation?

  A new marketing conversation will be opened, resulting in charges for both service and marketing conversations.