Free Tier Conversations: Service conversation opens when a customer messages you. That inbound message starts a rolling 24‑hour customer service window during which you can send non‑template (free‑form) replies at no charge. This is different from business‑initiated conversations (Marketing, Utility, Authentication), which are billed per 24‑hour category window. A Free‑Entry Point (FEP) window lasts 72 hours (billing‑free) when a user comes via Click‑to‑WhatsApp Ad or Facebook Page CTA and you reply within 24 hours. The 24‑hour Service rule still controls whether non‑template messages are allowed.

Quick navigation

• What counts as a free Service conversation?
• 24h Service vs 72h Free‑Entry (how they interact)
• What you can send & what it costs (scenarios)
• How to verify in your UI
• API / logs (copy‑paste samples)
• Edge cases & limitations
• Expected outcomes
• Related FAQs
• Support & escalation

What counts as a free Service conversation?

A conversation is free (Service) when all are true:

1. The customer initiates the chat by messaging your business.
2. You respond within 24 hours of the customer’s most recent message.
3. You send non‑template (free‑form) replies while the Service window is open.

You can still send templates while Service is open; those templates follow category billing (Marketing/Utility/Auth) unless an FEP window is active.

24h Service vs 72h Free‑Entry (how they interact)

• Service window (24h): Controls whether non‑template messages are allowed. It resets with each new customer message.
• Free‑Entry (72h): A billing‑free window that starts when a user clicks CTWA/Page CTA and your team replies within 24h.
• Interplay: After 24h without a customer message, non‑template is blocked even if FEP is still active. Send a template; that template is free to send while FEP remains active.

UI Screenshot — FEP and Service timers visible

Caption: FEP provides billing‑free messaging for 72h; the 24h Service timer still controls non‑template permissions.

What you can send & what it costs (scenarios)

UI Screenshot — Non‑template blocked outside 24h

Caption: After 24h, non‑template is blocked. Send a template; it’s free if FEP is still active.

Diagram — 24h Service inside a 72h Free‑Entry window

Caption: Service controls message type; FEP controls billing.

How to verify in your UI

A) Meta WhatsApp Inbox (example UI)

1. Open Inbox → select the conversation.
2. Confirm Customer Service Window: Active/Closed with a hh:mm countdown.
3. If the chat began from an ad/Page CTA, look for Free Entry Point — Active with a 2d:hh countdown.

B) Your provider’s dashboard (typical)

1. Open ticket/conversation details.
2. Check service_window.status/expires_at and any free_entry.active/expires_at flags.
3. If you attempt non‑template while Service is closed, the composer shows a warning and a Template shortcut.

API / logs (copy‑paste samples)

Field names vary by provider. Use these shapes for monitoring and alerts.

1) Inbound opens/extends Service (free){ "event": "message_received", "customer": { "wa_id": "+15551234567" }, "service_window": { "open": true, "expires_at": "2025-12-01T10:00:00Z" }, "conversation": { "category": "SERVICE", "opened": true }, "pricing": { "billable": false }}

2) >24h & <72h (Service closed, FEP active → template allowed free){ "event": "message_send_attempt", "type": "non_template", "service_window": { "open": false }, "error": { "code": "NON_TEMPLATE_NOT_ALLOWED" }, "free_entry": { "active": true }}

3) ≥72h (FEP expired) → template opens a paid category window{ "event": "template_delivered", "template": { "name": "promo_launch", "category": "MARKETING" }, "free_entry": { "active": false }, "conversation": { "category": "MARKETING", "opened": true, "expires_at": "2025-12-01T14:00:00Z" }, "pricing": { "billable": true }}

4) Cloud API — send a template (copy/paste){ "messaging_product": "whatsapp", "to": "+15551234567", "type": "template", "template": { "name": "follow_up_request", "language": { "code": "en" }, "components": [ { "type": "body", "parameters": [ { "type": "text", "text": "Hi Alex, please reply here if you need more help." } ] } ] }}

Edge cases & limitations

• Opt‑out/Blocked users: Respect user preferences; sends may be blocked regardless of windows.
• Delivery failure: If inbound or template fails delivery, the relevant conversation/window does not open or reset.
• Multiple categories: Category windows can overlap. Same‑category sends within 24h reuse the window (no new charge).
• Provider variance: Labels/timers differ; rely on status and expires_at fields.
• Time zones: Timers use message timestamps, not the agent’s local time.

Expected outcomes

• A customer message opens/resets a Service window for 24h → non‑template allowed at no charge.
• After 24h without a customer message, non‑template is blocked.
• If FEP is active, templates are billing‑free inside 72h; otherwise templates open a paid category window.

Related FAQs

• What opens a Service conversation?
  /help/whatsapp/service-conversation-opens
• How long does a WhatsApp conversation last?
  /help/whatsapp/conversation-duration
• How are Marketing, Utility, and Authentication conversations opened?
  /help/whatsapp/business-initiated-opens
• How does a Free‑Entry conversation affect other open conversations?
  /help/whatsapp/fep-overrides

Support & escalation

If behavior differs from this FAQ or sends/billing look incorrect, open a Support ticket from your admin portal (attach message IDs, timestamps, pricing logs, and screenshots), or contact your Customer Success Manager. Typical response time: 1 business day.