Are there any free conversations provided?

Free WhatsApp Service Conversations (WABA)

Info : Yes — Unlimited free Service conversations are included with WhatsApp Business Accounts (WABA). These are customer-initiated chats where you can reply within 24 hours at no cost.

🆓 What Counts as a Free Conversation?

Type	Who Initiates	Message Format	Billed?
Service	Customer	Free-form (24h)	❌ No
Marketing	Business	Template	✅ Yes
Utility	Business	Template	✅ Yes
Authentication	Business	Template	✅ Yes

Service conversations start when the customer sends the first message.
You can reply with free-form messages for 24 hours from their last message without any charge.

⏳ Free Window Duration

A Service conversation lasts 24 hours from the customer’s most recent message
Every new customer message resets the 24-hour clock
You may send unlimited replies during this free window

📊 Visual Diagram – 24h Free Service Window

⚠️ When Do Charges Apply?

Warning : Charges apply if you initiate a template conversation or message after the 24-hour window.

You will be charged if:

You initiate a conversation using a template (Marketing, Utility, Authentication)
You send a message after the 24-hour service window without a customer’s new message

Tip : Encourage customers to initiate chats when possible to minimize billing.

🖥️ UI Steps & Screenshots (Placeholders)

Navigate to “Conversation Insights”

Check Conversation Type

Look for “Service” tag → indicates a free conversation
Example: Service • Customer initiated • Free

🔌 API Sample

Example response from WhatsApp API when pulling conversation metadata:

{
  "conversation": {
    "id": "1234567890",
    "origin": { "type": "customer_initiated" },
    "category": "service",
    "window": "24h",
    "charges": "free"
  },
  "messages": [
    {
      "from": "919999999999",
      "to": "918888888888",
      "type": "text",
      "text": { "body": "Hello, I need help with my order." }
    }
  ]
}

🧠 Why This Matters

Provide free, cost-efficient support to inbound customer queries
Improve customer satisfaction with quick, no-cost replies
Plan proactive outreach carefully — since template messages are always billable

Info : Final Note: Service conversations are unlimited and free. Charges only start when you go beyond the 24-hour window or initiate with a template.

Updated on: 21/09/2025