What are free-entry point conversations?

What is a free-entry point conversation in WhatsApp Business, and how does it work?

Info : A free-entry point conversation starts when a customer messages you via a Click-to-WhatsApp Ad or Facebook Page CTA, and your team replies within 24 hours. This opens a 72-hour free window where messages aren't charged. When free-entry begins, other open conversation categories close and messaging is consolidated into the free-entry window.

What qualifies as a free-entry point?
Duration and what's allowed
Free-entry vs. other conversations (Before → After)
How to verify in your UI
API / logs (examples you can copy)
Edge cases & limitations
Expected outcomes
Related FAQs
Support & escalation

What qualifies as a free-entry point?

A free-entry conversation occurs when both are true:

The customer messages you from a Click-to-WhatsApp Ad or Facebook Page CTA; and
Your business replies within 24 hours of that message.

Warning : You still need an open 24-hour customer service window to send non-template (free-form) replies. If that 24-hour window is closed, use a template even during free-entry.

Duration and what's allowed

Length: 72 hours from the time of your qualifying reply.
Charges: Messages are not billed during the 72-hour window.
Content: All message types are allowed. Non-template replies require an open 24-hour service window (based on the customer's most recent message).
Effect on other conversations: When free-entry opens, other open categories close (marketing/utility/authentication/service).

Free-entry vs. other conversations (Before → After)

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 message	72h from your qualifying reply
Start a new paid conversation	Allowed per category rules	Typically blocked until free-entry ends

How to verify in your UI

A) Meta WhatsApp Inbox (example UI)

Go to Inbox → open the conversation.
Look for the badge Free Entry Point — Active with a countdown (e.g., 2d 23h left).
Confirm Customer Service Window: Active with a timer that controls non-template replies.

Screenshot — Free-entry active (Meta Inbox)

Caption: Conversation header shows Free Entry Point — Active (72-hour timer) and Customer Service Window: Active (24-hour timer for non-template replies).

B) Your provider's dashboard (typical)

Open the ticket/conversation in your provider inbox.
Check for labels such as Free Entry Point, $0 charge, or a 72h timer.
If you try to start a new Marketing/Utility/Auth conversation, the UI may block it or append to the active free-entry thread.

Screenshot — Attempt to open a new Marketing conversation

Caption: Composer warning when attempting to start a new category during an active free-entry window.

C) Mobile app (iOS/Android) — if supported by your provider

Look for a Free Entry Point badge in the conversation header.
Some apps group timers under an info panel; tap to open and view the remaining time.
If you attempt a new paid conversation, the app typically shows a toast or dialog explaining that free-entry is active.

API / logs (examples you can copy)

Info : Field names vary by provider. The examples below are illustrative so you can test parsing and alerting.

1) Webhook/log example

{
  "event": "message",
  "conversation": {
    "type": "FREE_ENTRY",
    "origin": "click_to_whatsapp_ad",
    "expires_at": "2025-12-31T23:59:59Z"
  },
  "pricing": {
    "category": "FREE_ENTRY",
    "billable": false
  },
  "customer": {
    "wa_id": "+15551234567"
  }
}

2) Guardrail when 24-hour customer service window is closed

{
  "error": {
    "code": "NON_TEMPLATE_NOT_ALLOWED",
    "message": "Customer service window closed. Use a template or wait for customer reply."
  }
}

3) Template send (Cloud API) — copy/paste

{
  "messaging_product": "whatsapp",
  "to": "+15551234567",
  "type": "template",
  "template": {
    "name": "follow_up_request",
    "language": {
      "code": "en"
    },
    "components": [
      {
        "type": "body",
        "parameters": [
          {
            "type": "text",
            "text": "Alex"
          }
        ]
      }
    ]
  }
}

Edge cases & limitations

Customer hasn't messaged yet: Free-entry requires a customer message from an eligible entry point and your reply within 24h.
Non-template outside 24h: Even during free-entry, you cannot send non-template messages if the 24-hour service window is closed.
Opt-out/Block: Respect user preferences; both non-template and templates may be blocked.
Media/interactive: Allowed; if the 24-hour service window is closed, send via a template that supports media.
Agent handoff: Changing agents doesn't extend the timer.
Time zones: Timers use 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

Opening free-entry closes other categories and displays a Free Entry Point badge with a 72h timer.
Messages are not charged until free-entry ends.
Attempts to start new paid categories usually 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, 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 can't send as expected during free-entry, open a Support ticket from your admin portal (include message IDs, timestamps, and screenshots), or contact your Customer Success Manager. Typical response time: 1 business day.

Updated on: 21/09/2025