Are there any free conversations available?
WhatsApp Free Service Conversations Explained
Yes. WhatsApp offers unlimited free service conversations per month for every WhatsApp Business Account (WABA). However, this applies only to a specific type of message exchange.
What Are Free Service Conversations?
These are customer-initiated conversations—meaning the user sends the first message. WhatsApp classifies these as Service Conversations, which are:
- Free of charge, regardless of how many occur per month
- Valid across all phone numbers within your WABA
- Limited to a 24-hour window per customer interaction
What Conversations Are NOT Free?
The following categories are paid and deducted from your balance:
- Marketing Conversations: Promotions, offers, and announcements initiated by your business
- Utility Conversations: Transaction updates, confirmations, or reminders
- Authentication Conversations: Login codes, OTPs, or identity verification templates
Example Scenarios
Scenario | Free? | Why |
|---|---|---|
Customer sends a support question → You reply | Yes | Customer-initiated service conversation |
You send a promo template to a lead | No | Marketing conversation |
You send a login code template | No | Authentication conversation |
You send an order confirmation | No | Utility conversation |
Related FAQs
- What are the different conversation categories in WhatsApp Business?
- How do I avoid being charged for a support conversation?
- What is the difference between marketing and service messages?
Updated on: 21/09/2025