Articles on: MyOperator

When is WhatsApp Live Chat free, and what triggers it to become a paid conversation?

Tip

Quick answer


For Live Chat sessions to function properly via WhatsApp Business API (WABA), your account must:


  1. Maintain a positive account balance
  2. Be within an active Service conversation window
  3. Avoid using templates (which trigger paid conversations)



1. Credit Balance Must Be Sufficient


  • Minimum balance of ₹1 or more is required.
  • If the balance falls below this threshold:
  • Outgoing Live Chat messages will fail
  • Low-balance alerts will display on your dashboard



2. Scenarios Where WhatsApp Live Chat Is Free


Service conversations count as Live Chat


  • Live Chat runs on Service conversations (initiated by users via chat):
  • The customer sends the first message
  • Businesses can reply free of charge using free-form messages
  • Valid for 24 hours from the last customer message


✅ Free, unlimited messages can be exchanged during this window.


Free entry point conversations count as Live Chat


  • Live Chat runs on Service conversations (initiated by users via Click to WhatsApp Ad):
  • The customer sends the first message by clicking on CTWA or WhatsApp/Facebook CTA button
  • If a business replies within 24 hours, it opens a 72-hour free window


✅ Free, unlimited messages and templates can be exchanged during this window.



3. Templates Trigger Paid Conversations


  • If you send a template message during or after Live Chat:
  • Marketing → Paid
  • Utility → Paid
  • Authentication → Paid
  • This opens a new chargeable conversation window per category.


Live Chat → immediately switches to billed mode if a template is used.


Insights showing Paid conversation triggered by template, Balance indicator & low-balance alert, Insights showing Service (Free)



Important Notes


  • Service conversations = Free, as it is customer-initiated
  • Free Entry Point Conversations = Free, as it is also customer-initiated via CTWA or WhatsApp/Facebook CTA button
  • Templates always = Paid, even inside an active Service window (except utility)
  • Low balance or expired windows don’t support Live Chat replies
  • Charges vary by region, per Meta’s official rate card


👉 In short: If the user starts the chat — either by messaging directly or via a click-to-WhatsApp/CTA ad — and the business replies in a timely manner, the conversation remains free (within the window).

Updated on: 09/01/2026