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How does a free-entry point conversation affect other open conversations?

When a customer comes in via a free-entry point (e.g., Click-to-WhatsApp Ad or Facebook Page CTA) and you reply within 24 hours, WhatsApp opens a 72-hour free-entry window. This closes all other open conversations with that customer and consolidates messaging into the free-entry window.



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What counts as a free-entry point?


A free-entry point is created when a customer messages you through a Click-to-WhatsApp Ad or a Facebook Page call-to-action and your business replies within 24 hours. When you reply, a 72-hour free window begins. During this window, all message types (including templates) are allowed at no charge. You still need an open 24-hour customer service window to send non-template (free-form) messages.



What exactly changes when free-entry starts?


When the free-entry window opens:


  • All other open conversations close immediately (marketing, utility, authentication, service).
  • One free-entry conversation remains open for 72 hours from your qualifying reply.
  • Messages you send in this 72-hour window are not charged.
  • Many platforms suppress opening new paid conversations until the free-entry window expires.


Tip : Think of free-entry as a temporary umbrella that replaces other conversation types for 72 hours. When it ends, normal category logic resumes.



Before vs. after: behavior & billing


Action/State

Before free-entry trigger

After free-entry trigger

Customer has an active Utility conversation

Charged as Utility

Utility conversation closes

Business sends a marketing message

Opens/charges Marketing

Appends to free-entry; no charge

New customer message during window

May open/extend a category

Appends to free-entry; no charge

Billing category

Based on message category

Free for the 72-hour window

Expiration

24h from last customer msg

72h from your qualifying reply

Start a new paid conversation

Allowed per category rules

Often blocked until free-entry ends



How to verify in your UI


A) Meta WhatsApp Inbox (example UI)


  1. Open Inbox → select the customer conversation.
  2. Check for a Free Entry Point badge and a countdown (e.g., 2d 23h left).
  3. Category labels (Marketing/Utility/Auth/Service) are typically hidden or greyed while free-entry is active.


Screenshot — Free-entry active (Meta Inbox)



Caption: Conversation header displays "Free Entry Point" with remaining time and "Customer Service Window: Active" to permit non-template replies.


B) Your provider’s dashboard (typical)


  1. Open the ticket/conversation in your provider inbox.
  2. Look for labels like Free Entry Point, $0 charge, or a 72h timer.
  3. If you try to start a new category (e.g., Marketing), the UI may block it or route to the active free-entry thread.


Screenshot — Attempt to open a new marketing conversation



Caption: Composer shows a warning when attempting to start a new category while free-entry is active.



API / logs: how to detect


  • Delivery/billing webhooks often include conversation type or pricing flags. If marked free-entry, treat all outbound as no charge during 72h.
  • Some providers block opening new categories via API and return errors or hints (e.g., free_entry_active=true).
  • Remember: non-template messages still require an open 24-hour service window (customer must have messaged within the last 24h).



Edge cases & limitations


  • Customer hasn’t messaged yet: Free-entry requires a customer message via ad/Page CTA and your reply within 24h.
  • Non-template outside 24h: Even in free-entry, you cannot send free-form replies if the 24-hour service window is closed; use a template.
  • User opt-out/block: Respect opt-out and blocks; both non-template and templates may be blocked.
  • Media & interactive: Allowed inside free-entry, but templates are required if your 24-hour service window is closed.
  • Agent handoff: Changing agents doesn’t extend the free-entry timer.
  • Time zones: Timers are based on message timestamps, not the agent’s local time.
  • Provider variance: Some UIs hide category chips during free-entry; others show them as inactive.



Expected outcomes


  • When free-entry opens, previous category conversations close and the thread shows Free Entry Point with a 72h timer.
  • All messages (including templates) are not charged until free-entry expires.
  • Attempts to start new paid categories typically fail or append to the free-entry thread.
  • When free-entry expires, normal category rules resume.



Visual: conversation reset flow



Caption: When free-entry starts, all active categories collapse into one 72-hour free window. After it expires, category logic resumes.





Support & escalation


If behavior differs from this FAQ or you cannot send messages as expected during a free-entry window, open a Support ticket from your admin portal (include message IDs, timestamps, and screenshots), or contact your Customer Success Manager. Our typical response time is 1 business day.

Updated on: 21/09/2025