WhatsApp: Free service conversations

Release date: 1 November 2024

Whenever a WhatsApp user messages your business, a 24-hour timer called a customer service window starts (or refreshes if one has already been started). When a free-form message is delivered by the business in response, with no open conversation of any other category open between your business and that user, a service conversation is opened.

Starting November 1, 2024, all service conversations are completely free for all businesses.

Previously, each WhatsApp Business Account received 1,000 free service conversations per month and paid Meta a fee for each additional conversation, but this threshold has now been removed.

Business benefits:

• Reduction in costs for existing customer journeys​.

• Improved ROI for IVR and call center deflection​ use cases.

• An increase in the number of service-related use cases.