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.
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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 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.
What happens if a marketing template is sent during an open service conversation?
A new marketing conversation will be opened, resulting in charges for both service and marketing conversations.
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.
What is conversation-based pricing on WhatsApp Business API?
Conversation-based pricing charges businesses per conversation, not per individual message sent or received. Each conversation is a 24-hour message thread between the business and the customer.