Yes. On WhatsApp Business (WABA), multiple conversation windows can be open concurrently if they are different categories (Marketing, Utility, Authentication) and/or a customer‑initiated Service session is open. Each category maintains its own 24‑hour window and is billed separately. Sending another template in the same category within 24 hours keeps the existing window (no new charge).

Quick navigation

• Conversation categories & windows (matrix)
• How overlapping works (allowed vs not)
• Timeline example (hour‑by‑hour)
• How to verify in your UI
• API / logs (copy‑paste samples)
• Edge cases & limitations
• Expected outcomes
• Related FAQs
• Support & escalation

Conversation categories & windows (matrix)

Expiration rule: Each conversation expires 24 hours after its last initiation event (customer message for Service; template send for Marketing/Utility/Auth).

How overlapping works (allowed vs not)

✅ Allowed

• A Service session is open; you send a Marketing template → Service + Marketing windows run in parallel.
• You send a Utility template at 10:00 and an Authentication template at 15:00 → both windows are active and billed separately.

❌ Not considered “multiple”

• Two Marketing templates sent within 24h → same Marketing window remains open (no extra charge).

Timeline example (hour‑by‑hour)

Diagram — Overlapping category windows

Caption: Windows overlap by category; re‑sending in the same category within 24h does not start a new paid window.

How to verify in your UI

A) Meta WhatsApp Inbox (example UI)

1. Open Inbox → select the conversation.
2. Check the header for category chips (e.g., Service, Marketing, Utility, Authentication), each with its own timer.
3. Confirm the Service chip when the customer has messaged in the last 24h (non‑template allowed). Templates are always permitted per category.

B) Your provider’s dashboard (typical)

1. Open the ticket details / attributes panel.
2. Look for conversation type and expires at fields per category (e.g., marketing.expires_at).
3. Billing/usage pages typically show line items per category for the same customer.

API / logs (copy‑paste samples)

Field names vary by provider. Use these as patterns to build alerts/dashboards.

1) Webhook: separate category windows{ "event": "message", "customer": { "wa_id": "+15551234567" }, "conversations": [ { "category": "SERVICE", "open": true, "expires_at": "2025-12-01T10:00:00Z" }, { "category": "UTILITY", "open": true, "expires_at": "2025-12-01T12:00:00Z", "billable": true }, { "category": "MARKETING", "open": true, "expires_at": "2025-12-01T14:00:00Z", "billable": true } ]}

2) Sending a second template in the same category within 24h{ "event": "template_send", "category": "UTILITY", "result": { "window": "REUSED", "new_charge": false, "expires_at": "2025-12-01T12:00:00Z" }}

3) Guardrail: non‑template allowed only when Service is open{ "event": "message_send_attempt", "type": "non_template", "service_window": { "open": false }, "error": { "code": "NON_TEMPLATE_NOT_ALLOWED", "message": "Customer service window closed. Wait for customer reply or use a template." }}

Edge cases & limitations

• Free‑Entry Point (72h) overrides: If a Free‑Entry window opens (from CTWA/Page CTA + your reply ≤24h), existing category windows may be suppressed/closed while FEP is active. Billing is free during FEP; Service rules still govern non‑template sends.
• Opt‑out/Block: Respect user preferences; sends may be blocked regardless of windows.
• Template categorization accuracy: Mis‑categorized templates can affect pricing; ensure correct category (Marketing vs Utility vs Auth).
• Renewal timing: Marketing/Utility/Auth windows extend from template send; Service extends from the customer’s message.
• Provider variance: Some UIs hide category chips; others show them as inactive with independent timers.

Expected outcomes

• Multiple category windows can be simultaneously open and independently billed.
• Sending a second template within the same category (≤24h) reuses the existing window (no new charge).
• Attempting non‑template while Service is closed results in an error/prompt to use a template.

Related FAQs

• What is conversation‑based pricing?
  /help/whatsapp/conversation-pricing
• How are template categories billed separately?
  /help/whatsapp/template-billing
• What is the 24‑hour customer service window and how do I check it?
  /help/whatsapp/customer-service-window
• How does a Free‑Entry conversation affect other open conversations?
  /help/whatsapp/fep-overrides

Support & escalation

If behavior differs from this FAQ or billing seems incorrect, open a Support ticket from your admin portal (attach message IDs, timestamps, pricing logs, and screenshots) or contact your Customer Success Manager. Typical response time: 1 business day.