What are free-entry point conversations and how do they affect other open conversations?

What are free-entry point conversations and how do they affect other open conversations?

⚡Quick answer -

Free-entry point conversations: A free‑entry point conversation starts when a customer messages you via a Click‑to‑WhatsApp Ad or Facebook Page CTA, and business replies within 24 hours.

This opens a 72‑hour free window where messages (template and non-templates both) aren’t charged. When free‑entry begins, other open conversation categories close and messaging is consolidated into the free‑entry window.

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.

1. What qualifies as a free‑entry point?

A free‑entry conversation occurs when both are true:

  1. The customer messages you from a Click‑to‑WhatsApp Ad or Facebook Page CTA; and
  2. Your business replies within 24 hours of that message.

2. Duration and what’s allowed

  • Length: 72 hours from the time of your qualifying reply.
  • Charges: Messages are not billed during the 72‑hour window.
  • Messages: All message types are allowed (template and non-template both)
  • Effect on other conversations: When free‑entry opens, other open categories close (marketing/utility/authentication/service).or per 24-hour session.

3. When are non‑template messages allowed during free‑entry?

You can send non‑template messages if all are true:

  1. A free‑entry conversation was triggered (ad/Page CTA).
  2. The customer messaged you first, opening the window.
  3. You reply within 24 hours of the customer’s most recent message.

When are non‑template messages not allowed?

  • The customer has not messaged you yet.
  • If client reply via CTWA or Facebook CTA button and business doesn't reply within 24‑hours.
  • The user opted out/blocked your number (non‑template and templates may be blocked).
  • You need to send media outside the window (requires a media‑enabled template).
  • You sent a business‑initiated template, and the customer hasn’t replied (templates don’t open the window).

5. 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 (template and non-template both) you send in this 72‑hour window are not charged.

6. Before vs after: behaviour & billing

Action/State

Before the free‑entry trigger

After the 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 the window

May open/extend a category

Appends to free‑entry; no charge

Billing category

Based on the template category

Free for the 72‑hour window

Expiration

24h from last customer message

72h from your qualifying reply

8. Edge cases & limitations

  • Customer hasn’t messaged yet: Free‑entry requires a customer message from an eligible entry point and your reply within 24h.
  • Opt‑out/Block: Respect user preferences; both non‑template and templates may be blocked.
  • Media/interactive: Allowed; if the 24‑hour service window is closed, send via a template that supports media.
  • Time zones: Timers use message timestamps, not the agent’s local time.

9. Support & Escalation

If behaviour differs from this FAQ or you can’t send as expected during free‑entry, open a Support ticket from your admin portal (include message IDs, timestamps, and screenshots), or contact your Customer Success Manager.

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