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# 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)

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## 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

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## 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.

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## 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)](https://content.api.getguru.com/files/view/bdd5930e-0748-4a11-93af-2572e69d3d10)

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## 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).