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Whatsapp conversation

Whatsapp messages are charged by Meta based on Conversations.Conversations are 24-hour message threads between you and your customers. They are opened and charged when messages you send to customers are delivered.

Conversation Categories

Conversations are categorized with one of the following categories:

  • Marketing — Enables you to achieve a wide range of goals, from generating awareness to driving sales and retargeting customers. Examples include new product, service, or feature announcements, targeted promotions/offers, and cart abandonment reminders.
  • Utility — Enables you to follow-up on user actions or requests. Examples include opt-in confirmation, order/delivery management (e.g., delivery update); account updates or alerts (e.g., payment reminder); or feedback surveys.
  • Authentication — Enables you authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).
  • Service — Enables you to resolve customer inquiries.

Conversation message can be,

  • Template message : Pre approved message format ,for common reusable messages, a business may want to send.
  • Freeform message : Message with contents that doesn’t need any approvals, these type of messages can be send only
    when a customer service window exists.

Opening a Conversation

Marketing, utility, and authentication conversations can only be opened with template messages. Service conversations can only be opened with free-form messages.

Customer Service Windows

When a customer messages you, a 24-hour timer called a customer service window starts. If you are within the window, you can send free-form messages or template messages.