Opening a New Conversation
Unless a customer sends you a message, you must utilize a Template to send a new message to a customer. Until a customer responds, you can only send approved templates to customers.
For example, unless the customer sends you a message within 24 hours, you will see a prompt to send a template. You can only send templates until the customer responds.
Conversations are opened when you send a template message or free-form message under the following conditions.
[Business-Initiated] Marketing, Utility, and Authentication Conversations
Marketing, utility, and authentication conversations are opened when you send an approved marketing, utility, or authentication template message to a customer and no open conversation with that category exists between you and that customer.
For example, if an open authentication conversation exists between you and a customer and you send them another authentication template message within 24 hours, a new conversation is not opened. If you send them a marketing message, however, a new marketing conversation is opened, resulting in two open conversations.
[Business-Initiated] Service Conversations
Service conversations are opened when you are within a customer service window, you send a free-form message to a customer, and no open conversation of any category exists between you and the customer.
For example, if an open conversation of any category exists between you and a customer and you send them a free-form message within 24 hours, no new conversation is opened. However, if no open conversation exists and the customer messages you (which starts a customer service window) and you reply within 24 hours with a free-form message, a new service conversation is opened.
[Customer-Initiated] Customer Service Windows
When a customer messages you, a 24-hour timer called a customer service window starts. If you are within the window, you can send free-form messages or template messages. If you are outside the window, you can only send template messages.
Multiple Conversations
It is possible to have multiple open conversations between you and a customer. This can happen in the following situations:
An open marketing, utility, or authentication conversation exists between you and a customer and you send them a template message of a different category within 24 hours.
An open service conversation exists between you and a customer and you send them a template message within 24 hours.
Duration of Conversations
Marketing, utility, authentication, and service conversations last 24 hours unless closed by a newly opened free-entry point conversation.
Free-entry point conversations last 72 hours.
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