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 your team replies within 24 hours. This opens a 72‑hour free window where messages aren’t charged. When free‑entry begins, other open conversation categories close and messaging is consolidated into the free‑entry window.

Quick navigation

• What qualifies as a free‑entry point?
• Duration and what’s allowed
• Free‑entry vs. other conversations (Before → After)
• How to verify in your UI
• API / logs (examples you can copy)
• Edge cases & limitations
• Expected outcomes
• Related FAQs
• Support & escalation

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.

You still need an open 24‑hour customer service window to send non‑template (free‑form) replies. If that 24‑hour window is closed, use a template even during free‑entry.

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.
• Content: All message types are allowed. Non‑template replies require an open 24‑hour service window (based on the customer’s most recent message).
• Effect on other conversations: When free‑entry opens, other open categories close (marketing/utility/authentication/service).

Free‑entry vs. other conversations (Before → After)

How to verify in your UI

A) Meta WhatsApp Inbox (example UI)

1. Go to Inbox → open the conversation.
2. Look for the badge Free Entry Point — Active with a countdown (e.g., 2d 23h left).
3. Confirm Customer Service Window: Active with a timer that controls non‑template replies.

Screenshot — Free‑entry active (Meta Inbox)

Caption: Conversation header shows Free Entry Point — Active (72‑hour timer) and Customer Service Window: Active (24‑hour timer for non‑template replies).

B) Your provider’s dashboard (typical)

1. Open the ticket/conversation in your provider inbox.
2. Check for labels such as Free Entry Point, $0 charge, or a 72h timer.
3. If you try to start a new Marketing/Utility/Auth conversation, the UI may block it or append to the active free‑entry thread.

Screenshot — Attempt to open a new Marketing conversation

Caption: Composer warning when attempting to start a new category during an active free‑entry window.

C) Mobile app (iOS/Android) — if supported by your provider

• Look for a Free Entry Point badge in the conversation header.
• Some apps group timers under an info panel (ℹ️); tap to open and view the remaining time.
• If you attempt a new paid conversation, the app typically shows a toast or dialog explaining that free‑entry is active.

API / logs (examples you can copy)

Field names vary by provider. The examples below are illustrative so you can test parsing and alerting.

1) Webhook/log example{ 'event': 'message', 'conversation': { 'type': 'FREE_ENTRY', 'origin': 'click_to_whatsapp_ad', 'expires_at': '2025-12-31T23:59:59Z' }, 'pricing': { 'category': 'FREE_ENTRY', 'billable': false }, 'customer': { 'wa_id': '+15551234567' }}

2) Guardrail when 24‑hour customer service window is closed{ 'error': { 'code': 'NON_TEMPLATE_NOT_ALLOWED', 'message': 'Customer service window closed. Use a template or wait for customer reply.' }}

3) Template send (Cloud API) — copy/paste{ 'messaging_product': 'whatsapp', 'to': '+15551234567', 'type': 'template', 'template': { 'name': 'follow_up_request', 'language': { 'code': 'en' }, 'components': [ { 'type': 'body', 'parameters': [ { 'type': 'text', 'text': 'Alex' } ] } ] }}

Edge cases & limitations

• Customer hasn’t messaged yet: Free‑entry requires a customer message from an eligible entry point and your reply within 24h.
• Non‑template outside 24h: Even during free‑entry, you cannot send non‑template messages if the 24‑hour service window is closed.
• 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.
• Agent handoff: Changing agents doesn’t extend the timer.
• Time zones: Timers use 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

• Opening free‑entry closes other categories and displays a Free Entry Point badge with a 72h timer.
• Messages are not charged until free‑entry ends.
• Attempts to start new paid categories usually 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, 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 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. Typical response time: 1 business day.