Conversations on WhatsApp through Whatchimp refer to 24-hour message threads between you and your customers, known as the customer service window. These conversations are opened and charged when messages are delivered.
Table of Contents #
- Introduction to Conversations in Whatchimp
- Types of Conversations in Whatchimp
- 2.1 Marketing Conversations
- 2.2 Utility Conversations
- 2.3 Service Conversations
- Important Conversation Charging Rules
- What Happens If You Send Multiple Template Types in the Same 24-Hour Window?
Meta categorizes conversations into three main types: Marketing, Utility, and Service Conversations. Each category serves a distinct purpose and follows Meta’s pricing structure. Below is a breakdown of the different conversation types and how they work:
1. Marketing Conversations #
Business-initiated conversations aimed at promoting products or services to customers who have opted in. Any business-initiated message that does not qualify as a utility or service conversation falls under this category.
Example Scenario: You have a special promotion or a new product launch. Sending an approved marketing template message through Whatchimp will initiate a Marketing Conversation.
2. Utility Conversations #
Business-initiated conversations that provide essential transactional updates, such as purchase confirmations or billing reminders, to customers who have opted in.
Example Scenario: A customer places an order, and you send a delivery update or order confirmation message. This initiates a Utility Conversation.
3. Service Conversations #
User-initiated conversations, typically used to respond to customer queries or concerns within the 24-hour service window.
Example Scenario: A customer messages your business with a product inquiry. If you reply within 24 hours with a free-form message and there is no existing open conversation, a Service Conversation starts.
Important Conversation Charging Rules #
- Charges are applied when a conversation starts, and multiple messages sent within the same conversation window do not incur additional costs.
- Sending a message from a different conversation category in an active conversation initiates a new charge under the corresponding category.
What Happens If You Send Multiple Template Types in the Same 24-Hour Window? #
If a template from a different category is sent during an active conversation, it will open a new conversation and be charged accordingly. For example:
- If a Utility Template is sent in an active Service Conversation, a separate Utility Conversation will begin, lasting 24 hours from when the template is delivered.
- If a Utility Template is sent within an already open Utility Conversation, no new charge is applied.
By understanding these conversation types and charging rules, businesses using Whatchimp can optimize their messaging strategy while managing costs effectively.