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?

  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 happens if I respond after the 24-hour window of a free-entry point conversation?

  If you do not respond within 24 hours, the free-entry point conversation does not open. Instead, a paid template-based conversation (marketing, utility, or authentication) is opened based on the template type you use to respond.

• Can multiple conversations be open at the same time?

  Yes, multiple conversations can be open at the same time if different template messages of different categories are sent within 24 hours. Additionally, both service and template-based conversations can be active simultaneously.

• Are non-template messages allowed during a free-entry point conversation?

  Yes, businesses can send non-template messages during a free-entry point conversation, provided that there is an open customer service window between the business and the customer.