WhatsApp is an additional add on that costs $29.99 a month. More information can be found here.
When using WhatsApp for your business, you usually need a template to send a message to a customer unless the customer messages you first. There are three ways WhatsApp conversations can start:
1. Business-Initiated Conversations
This happens when you send a message to a customer using a WhatsApp template. Templates need to be created and approved before you can use them.
Important: You can only send templates until the customer replies. If they don’t reply, you can only continue using templates.
Template Categories:
Marketing – Sending offers, product launches, or discounts
Utility – Appointment confirmations, shipping updates, or other transactional messages
⏳ A 24-hour timer starts from when the template is sent. This is how long you have to continue the conversation.
2. Customer-Initiated Conversations
This happens when a customer messages you first.
Once a customer sends a message, you have a 24-hour window to reply freely with any message, whether it’s a template or a free-form message.
3. Free Entry Point Conversations
These conversations start when a customer interacts with:
A WhatsApp ad
A Facebook Business Page WhatsApp button
The business must reply within 24 hours. Once you reply, a 72-hour window starts where you can freely send templates or free-form messages.
This setup helps you manage WhatsApp messages efficiently while staying within the rules, ensuring your customers always get a timely response.