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Business-initiated

A business-initiated session is when the business sends a pre-approved WhatsApp template message to a customer. The business-initiated conversations are chargeable right from the moment the business sends a pre-approved template message to users outside the 24-hour session window or initiates messaging with the user.

The session window won’t start immediately until the customer replies to you. After receiving the first message from your customer, the session will be initiated. Within the 24-hour window, you can send any message to the customer for free and your message can be in the form of text, links, media, and so on, without any restrictions. The 24-hour session will be extended when your customer replies to you.

Case 1:

  • GENIQ sent a message template to Jane. This starts a business-initiated conversation.
  • The session does not start yet due to Jane not replying. GENIQ can only continue to contact Jane through template messages, and cannot send any freeform text or media messages.

Case 2:

  • GENIQ sent a message template to Jane. This starts a business-initiated conversation.
  • Jane replied to GENIQ
  • The session started on 2022-01-01 11:30:00. GENIQ can send any free-form messages to Jane within the 24-hour window for free. The session will be ended at 2022-01-02 11:30:00
    • Session is valid from 2022-01-01 11:30:00 to 2022-01-02 11:30:00

Case 3:

  • GENIQ sent a message template to Jane. This starts a business-initiated conversation.
  • Jane replied to GENIQ after 2 days
  • The session started on 2022-01-03 11:30:00. GENIQ can send any free-form messages to Jane within the 24-hour window for free. The session will be ended at 2022-01-04 11:30:00
    • Session is valid from 2022-01-03 11:30:00 to 2022-01-04 11:30:00

Case 4:

  • GENIQ sent a message template to Jane. This starts a business-initiated conversation.
  • Jane replied to GENIQ after 2 days
  • The session started on 2022-01-03 09:33:00. GENIQ can send any free-form messages to Jane within the 24-hour window for free. The session will be ended at 2022-01-04 09:33:00
    • Session is valid from 2022-01-03 09:33:00 to 2022-01-04 09:33:00
  • GENIQ needs to send another free-from message to Jane on 2022-01-04 13:36:00 but is unable due to the session expiring on 2022-01-04 09:33:00. Thus, GENIQ can only send a message template to Jane on 2022-01-04 13:36:00. This starts another business-initiated conversation.
    • The session remains closed until Jane replies to the GENIQ.

Case 5:

  • Jane sent a message to GENIQ. This starts a user-initiated conversation.
  • The session started on 2022-01-01 11:30:00. GENIQ is allowed to reply to Jane within the 24-hour window for free. The session will be ended at 2022-01-02 11:30:00
    • Session is valid from 2022-01-01 11:42:00 to 2022-01-02 11:42:00
  • GENIQ needs to send another free-form message to Jane on 2022-01-02 13:40:00 but the session has expired. Thus, GENIQ can only send a message template to Jane on 2022-01-02 13:40:00. This starts another business-initiated conversation.
    • The session remains closed until Jane replies to the GENIQ.
    • The session first is user-initiated, however, GENIQ sent another message template after the session ended, thus, it leads to another business-initiated session.