Conversations

On this page you'll learn what a conversation is, the types of conversations and how they're charged.

🗣 Conversation #

WhatsApp charges businesses for using its WhatsApp Business Platform (WhatsApp Cloud API and WhatsApp Business API). Business are charged per conversation. There are two types of conversations:

• Business-initiated conversation - Your business messages a customer outside the 24-hour customer service window. From when your message is delivered until 24 hours later, all messages sent and received are part of one business-initiated conversation. To start a business-initiated conversation, a business can only send a message template. Once the customer replies, you can send messages with any content and format, including templates.

• User-initiated conversation - A customer messages you outside the 24-hour customer service window. This starts a new customer service window and you reply to them. From when your first reply is delivered until 24 hours later, all messages sent and received are part of one user-initiated conversation. You can exchange messages with any content and format (free-form messages) and message templates.
  Starting June 1, 2023, user-initiated conversations will be called service conversations.

To learn more about conversation-based pricing, see WhatsApp Business Platform Cost.