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
A service conversation is opened at 9:31 when a business response to a
customer message is delivered.
A marketing template is delivered while this service conversation is still open at 4:30. This opens a separate
marketing conversation. The result is one charge for a service conversation and one charge for a marketing conversation.

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
conversation inside a
marketing conversation 

A marketing conversation
is opened at 3:40 when a
marketing template message
is delivered. Later, with the
marketing conversation still
open, a utility template is
delivered at 6:00. This opens
a separate utility conversation.
The result is one charge for a
marketing conversation and one
charge for a utility conversation.  

EXAMPLE 3 

Two templates of the same
category result in only one
conversation charge.
A utility conversation is opened
at 9:00 when a utility template
message is delivered. Later,
with the utility conversation still
open, another utility template
message is delivered at 11:00.
There is no new conversation
charge because the template
category used within the open
conversation window did not
change. The result is one
utility conversation charge. 

EXAMPLE 4 

One template with both utility
and marketing content

A template that includes content
that is both utility and marketing
based on our template
guidelines is delivered at 11:59.
Whenever marketing content
is identified in a template, the
template will be categorized
as marketing. The result is one
marketing conversation charge.





 

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