What happens when a customer responds to a template message?

• Related Articles

• What happens after I submit a template?

  After submitting, the template will be sent to Meta for approval, which usually takes 5 to 20 minutes. The status (Approved, Pending, Rejected) will be updated and visible on the template listing page.

• What is a customer service window?

  A customer service window is a 24-hour period that opens when a customer sends a message to the business. During this time, businesses can send any type of message (template or non-template) to the customer without opening a new conversation.

• 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 happens if I select the wrong template category?

  If you choose the wrong category (e.g., selecting "Utility" for a promotional message), Meta may automatically adjust the category during the review process.

• What happens if a customer assigned to an agent calls on the IVR?

  If a customer assigned to an agent calls on the IVR, the call will get directly forwarded to the assigned agent.