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What happens if a marketing template is sent during an open service conversation?

Sending a Marketing Template During a Service Conversation


Warning : If you send a Marketing template to a customer while a Service conversation is still open, Meta will open a new Marketing conversation and charge your account for it—even though the Service window is active.



Example Scenario


Hour

Action

Conversation impact

Charged?

0

Customer sends a support question

Opens a Service conversation (free)

❌ No

5

Agent sends a Marketing template (e.g., "20% off offer")

Opens a Marketing conversation

✅ Yes

6

Agent sends a free-form support reply

Uses existing Service window

❌ No



Why This Happens


  • Service conversations are free and triggered only by customer-initiated messages
  • Marketing, Utility, and Authentication templates always open new chargeable conversations unless the same category is already open
  • Each category has its own billing window, and they can overlap



Key Takeaways


  • You will be charged for a Marketing conversation even if a free Service window is active
  • Use caution when sending templates during customer support interactions
  • Meta separates Service and Marketing categories for billing—even if messages happen in the same chat thread




Updated on: 21/09/2025