What happens if I send templates of different categories in the same 24-hour conversation window?
Any time a template message is delivered, it will result in a conversation
charge unless it is sent in a conversation of the same category. For example, if a utility template is delivered during a service conversation, it will open a separate utility conversation open for 24 hours from the time the utility template is delivered.
If a utility template is delivered during an open utility conversation, it will not open
a new utility conversation or create a new charge. Below are several examples to illustrate how conversation charges work.
EXAMPLE 1 Opening a marketing conversation inside a service conversation |
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Free entry point conversations are an exception. A template delivered during the three day free window will not open a new conversation.
In the above example, if the business replied to the first user message delivered at 9:30 with a template, a conversation of the same category as the template will be opened, not a service conversation.
EXAMPLE 2 Opening a utility A marketing conversation |
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EXAMPLE 3 Two templates of the same |
EXAMPLE 4 One template with both utility A template that includes content |
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