How does a free-entry point conversation affect other open conversations?

How does a free-entry point conversation affect other open conversations?

When a customer comes in via a free‑entry point (e.g., Click‑to‑WhatsApp Ad or Facebook Page CTA) and you reply within 24 hours, WhatsApp opens a 72‑hour free‑entry window. This closes all other open conversations with that customer and consolidates messaging into the free‑entry window.

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What counts as a free‑entry point?

A free‑entry point is created when a customer messages you through a Click‑to‑WhatsApp Ad or a Facebook Page call‑to‑action and your business replies within 24 hours. When you reply, a 72‑hour free window begins. During this window, all message types (including templates) are allowed at no charge. You still need an open 24‑hour customer service window to send non‑template (free‑form) messages.

What exactly changes when free‑entry starts?

When the free‑entry window opens:

  • All other open conversations close immediately (marketing, utility, authentication, service).
  • One free‑entry conversation remains open for 72 hours from your qualifying reply.
  • Messages you send in this 72‑hour window are not charged.
  • Many platforms suppress opening new paid conversations until the free‑entry window expires.
Tip: Think of free‑entry as a temporary umbrella that replaces other conversation types for 72 hours. When it ends, normal category logic resumes.

Before vs. after: behavior & billing

Action/State

Before free‑entry trigger

After free‑entry trigger

Customer has an active Utility conversation

Charged as Utility

Utility conversation closes

Business sends a marketing message

Opens/charges Marketing

Appends to free‑entry; no charge

New customer message during window

May open/extend a category

Appends to free‑entry; no charge

Billing category

Based on message category

Free for the 72‑hour window

Expiration

24h from last customer msg

72h from your qualifying reply

Start a new paid conversation

Allowed per category rules

Often blocked until free‑entry ends

How to verify in your UI

A) Meta WhatsApp Inbox (example UI)

  1. Open Inbox → select the customer conversation.
  2. Check for a Free Entry Point badge and a countdown (e.g., 2d 23h left).
  3. Category labels (Marketing/Utility/Auth/Service) are typically hidden or greyed while free‑entry is active.

Screenshot — Free‑entry active (Meta Inbox)



Caption: Conversation header displays Free Entry Point with remaining time and Customer Service Window: Active to permit non‑template replies.

B) Your provider’s dashboard (typical)

  1. Open the ticket/conversation in your provider inbox.
  2. Look for labels like Free Entry Point, $0 charge, or a 72h timer.
  3. If you try to start a new category (e.g., Marketing), the UI may block it or route to the active free‑entry thread.

Screenshot — Attempt to open a new marketing conversation


Caption: Composer shows a warning when attempting to start a new category while free‑entry is active.

API / logs: how to detect

  • Delivery/billing webhooks often include conversation type or pricing flags. If marked free‑entry, treat all outbound as no charge during 72h.
  • Some providers block opening new categories via API and return errors or hints (e.g., free_entry_active=true).
  • Remember: non‑template messages still require an open 24‑hour service window (customer must have messaged within the last 24h).

Edge cases & limitations

  • Customer hasn’t messaged yet: Free‑entry requires a customer message via ad/Page CTA and your reply within 24h.
  • Non‑template outside 24h: Even in free‑entry, you cannot send free‑form replies if the 24‑hour service window is closed; use a template.
  • User opt‑out/block: Respect opt‑out and blocks; both non‑template and templates may be blocked.
  • Media & interactive: Allowed inside free‑entry, but templates are required if your 24‑hour service window is closed.
  • Agent handoff: Changing agents doesn’t extend the free‑entry timer.
  • Time zones: Timers are based on message timestamps, not the agent’s local time.
  • Provider variance: Some UIs hide category chips during free‑entry; others show them as inactive.

Expected outcomes

  • When free‑entry opens, previous category conversations close and the thread shows Free Entry Point with a 72h timer.
  • All messages (including templates) are not charged until free‑entry expires.
  • Attempts to start new paid categories typically fail or append to the free‑entry thread.
  • When free‑entry expires, normal category rules resume.

Visual: conversation reset flow

Caption: When free‑entry starts, all active categories collapse into one 72‑hour free window. After it expires, category logic resumes.

Related FAQs

  • What are the different types of WhatsApp Business conversations?
    /help/whatsapp/conversation-categories
  • When is a WhatsApp conversation free?
    /help/whatsapp/when-is-conversation-free
  • How does the 24‑hour customer service window work?
    /help/whatsapp/customer-service-window
  • How do I create a Click‑to‑WhatsApp Ad?
    /help/whatsapp/create-ctwa

Support & escalation

If behavior differs from this FAQ or you cannot send messages as expected during a free‑entry window, open a Support ticket from your admin portal (include message IDs, timestamps, and screenshots), or contact your Customer Success Manager. Our typical response time is 1 business day.

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