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.
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What is the WhatsApp Business customer service window, and how does it work?
⚡Quick answer - The customer-service window is a rolling 24-hour period that starts every time a customer sends your business a WhatsApp message. Inside that window, you can send unlimited, free-form (non-template) replies—including text, images, ...
What’s changing in WhatsApp pricing on 1 July 2025, and how do I keep service conversations free?
⚡Quick answer - Starting 1 July 2025, WhatsApp will bill per delivered template message—Marketing, Utility, and Authentication—rather than per 24-hour conversation. User-initiated “service” windows remain free for 24 hours, and Free Entry Point (FEP) ...
What are free-entry point conversations?
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 ...
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 ...
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.