WhatsApp Conversations

Unless a customer sends you a message, you must utilize a Template to send a new message to a customer. In general, there are two ways to open a WhatsApp conversation (1) when a customer messages you or (2) when you message a template to a customer.

Types of WhatsApp Conversations

1) Business-Initiated:

Messages sent by businesses to customers using a template. There are four categories of templates and the templates are created and reviewed by Facebook Meta before they can be used. You can only send templates to customers until they respond, if they do not respond, you can only send templates.

2) Customer-Initiated:

Messages initiated by the customers sending a message to the business. When a customer messages you, it opens up a 24-hour window where you can send any template or free-form message to them.

3) Free Entry Conversations:

Initiated when customers interact with a WhatsApp Ad or a Facebook Business Page WhatsApp Action Button, allowing for a 72-hour window for businesses to respond.

The business must respond within 24 hours of customer free point entry, after the business responds, the 72-hour timer begins.