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No open conversation exists between you and a customer and you send multiple utility template messages to the customer within 24 hours.An open conversation of any category exists between you and a customer and you send multiple free-form messages to the customer within 24 hours.An open marketing conversation exists between you and a customer and you send them a utility template message within 24 hours. This results in a marketing conversation and a utility conversation.An open service conversation exists between you and a customer and you send them a utility template message within 24 hours. This results in a service conversation and a utility conversation.
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Conversation Examples
Exploring Conversation Examples and WhatsApp Conversation Charges
Only one conversation opened with a customer:
Multiple conversations opened with a customer:
What happens if I send templates of different categories in the same 24-hour conversation window?
Any time a template message is delivered, it will result in a conversation charge unless it is sent in a conversation of the same category. For example, if a utility template is delivered during a service conversation, it will open a separate utility conversation open for 24 hours from the time the utility template is delivered.
If a utility template is delivered during an open utility conversation, it will not open a new utility conversation or create a new charge. Below are several examples to illustrate how conversation charges work.
Example 1
Opening a marketing conversation inside a service conversation
A service conversation is opened at 9:31 when a business response to a customer message is delivered. A marketing template is delivered while this service conversation is still open at 4:30. This opens a separate marketing conversation. The result is one charge for a service conversation and one charge for a marketing conversation.
Free entry point conversations are an exception. A template delivered during the three day free window will not open a new conversation.
In the above example, if the business replied to the first user message delivered at 9:30 with a template, a conversation of the same category as the template will be opened, not a service conversation.
Example 2
Opening a utility conversation inside a marketing conversation
A marketing conversation is opened at 3:40 when a marketing template message is delivered. Later, with the marketing conversation still open, a utility template is delivered at 6:00. This opens a separate utility conversation. The result is one charge for a marketing conversation and one charge for a utility conversation.
Example 3
Two templates of the same category result in only one conversation charge.
A utility conversation is opened at 9:00 when a utility template message is delivered. Later, with the utility conversation still open, another utility template message is delivered at 11:00. There is no new conversation charge because the template category used within the open conversation window did not change. The result is one utility conversation charge.
Example 4
One template with both utility and marketing content
A template that includes content that is both utility and marketing based on WhatsApps is delivered at 11:59. Whenever marketing content is identified in a template, the template will be categorized as marketing. The result is one marketing conversation charge.
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