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

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

  Meta determines WhatsApp conversation charges based on the category of the template and whether a conversation of that type is already active. Charges apply per 24-hour conversation window, per category, per customer. ? Billing Rules for ...

• 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. ...

• What triggers the opening of a service conversation?

  A service conversation is opened when any non-template message is sent and delivered to the customer, as long as no other conversation (marketing, utility, or authentication) is already open.

• What triggers the opening of a service conversation?

  A Service conversation opens when the customer sends you a message (customer‑initiated). That message starts a rolling 24‑hour customer service window during which you can send non‑template (free‑form) messages. This is separate from ...

• 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 ...