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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 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: Business-Initiated Conversation Without User Reply

  • GENIQ sends a message template to Jane → This starts a business-initiated conversation.
  • Session does not start yet because Jane has not replied.
  • GENIQ can only send additional template messages (charged separately).
  • Free-form messages are not allowed until Jane replies.

Case 2: Business-Initiated Conversation With User Reply

  • GENIQ sends a message template to Jane → This starts a business-initiated conversation.
  • Jane replies at 2022-01-01 11:30:00 → A 24-hour service session starts.
  • GENIQ can now send free-form messages until 2022-01-02 11:30:00.
  • Session expires at 2022-01-02 11:30:00 unless Jane sends another message to refresh it.

📌 Session is valid from 2022-01-01 11:30:00 to 2022-01-02 11:30:00.

Case 3: Business-Initiated Conversation With Late User Reply

  • GENIQ sends a message template to Jane → This starts a business-initiated conversation.
  • Jane replies after 2 days (2022-01-03 11:30:00) → The session starts at this moment.
  • GENIQ can now send free-form messages until 2022-01-04 11:30:00.
  • Session expires at 2022-01-04 11:30:00 unless Jane sends another message.

📌 Session is valid from 2022-01-03 11:30:00 to 2022-01-04 11:30:00.

Case 4: Expired Session Requires New Business-Initiated Conversation

  • GENIQ sends a message template to Jane → This starts a business-initiated conversation.
  • Jane replies after 2 days (2022-01-03 09:33:00) → The 24-hour session starts.
  • GENIQ can send free-form messages until 2022-01-04 09:33:00.
  • GENIQ wants to send another free-form message at 2022-01-04 13:36:00, but the session has expired.
  • GENIQ must now send a new template message to Jane (starting a new business-initiated conversation).
  • Session remains closed until Jane replies again.

📌 Session is valid from 2022-01-03 09:33:00 to 2022-01-04 09:33:00

Case 5: User-Initiated Conversation That Turns Into Business-Initiated

  • Jane sends a message to GENIQ → This starts a user-initiated conversation.
  • GENIQ can now send free-form messages until 2022-01-02 11:42:00.
  • GENIQ wants to send another free-form message at 2022-01-02 13:40:00, but the session has expired.
  • GENIQ must now send a template message, which starts a new business-initiated conversation.
  • Session remains closed until Jane replies again