> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://myoperator.crisp.help/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # What are free-entry point conversations and how do they affect other open 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. --- ## Quick navigation * [What qualifies as a free-entry point?](#2-what-qualifies-as-a-free-entry-point) * [Duration and what's allowed](#2-duration-and-whats-allowed) * [Free-entry vs. other conversations (Before → After)](#2-free-entry-vs-other-conversations-before-after) * [How to verify in your UI](#2-how-to-verify-in-your-ui) * [API / logs (examples you can copy)](#2-api-logs-examples-you-can-copy) * [Edge cases & limitations](#2-edge-cases-limitations) * [Expected outcomes](#2-expected-outcomes) * [Related FAQs](#2-related-faqs) * [Support & escalation](#2-support-escalation) --- ## What qualifies as a free-entry point? A free-entry conversation occurs when both are true: 1. The customer messages you from a Click-to-WhatsApp Ad or Facebook Page CTA; and 2. 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) 1. Go to Inbox → open the conversation. 2. Look for the badge Free Entry Point — Active with a countdown (e.g., 2d 23h left). 3. Confirm Customer Service Window: Active with a timer that controls non-template replies. Screenshot — Free-entry active (Meta Inbox) ![](https://content.api.getguru.com/files/view/31352eb8-0c2c-471b-8ea5-c7bfb22c8806) 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) 1. Open the ticket/conversation in your provider inbox. 2. Check for labels such as Free Entry Point, $0 charge, or a 72h timer. 3. 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 ![](https://content.api.getguru.com/files/view/e7816d3e-410c-4b96-8311-125df9bf4331) 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 ```json { "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 ```json { "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 ```json { "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 ![](https://content.api.getguru.com/files/view/4682aee6-09f4-46da-8f48-f033af167ad8) Caption: When free-entry starts, active categories collapse into one 72-hour free window. After it expires, category logic resumes. --- ## Related FAQs * [What are the different types of WhatsApp Business conversations?](/help/whatsapp/conversation-categories) * [When is a WhatsApp conversation free?](/help/whatsapp/when-is-conversation-free) * [How does the 24-hour customer service window work?](/help/whatsapp/customer-service-window) * [How do I create a Click-to-WhatsApp Ad?](/help/whatsapp/create-ctwa) --- ## 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.