When a user has your business number and messages you on your chat service, then it starts a user-initiated session. User-initiated conversations are chargeable only when a Business responds to a user message and at the same time, the 24-hour session window will begin to count.
Whenever a business replies to the customer within the 24-hour window, that message will be associated with a user-initiated conversation. Businesses can send free-form messages within this 24-hour window. The session will last for 24 hours from the most recently received message. Outside of the 24-hour window, you may only send messages via approved Message Templates. If your customers reply to the template, the session is restarted and the expiry time will be increased.
Case 1: User-Initiated Conversation
- Jane sends a message to GENIQ → This starts a user-initiated conversation.
- Session is valid from 2022-01-01 11:42:00 to 2022-01-02 11:42:00.
- GENIQ can send free-form messages to Jane within this session without extra charges.
- If Jane does not send another message after 11:42:00 on 2022-01-02, the session expires, and GENIQ must use a template message to restart the conversation
Case 2: Session Renewal After User Reply
Initial Session
- Jane sends a message to GENIQ → This starts a user-initiated conversation.
- Session is valid from 2022-01-01 09:36:00 to 2022-01-02 09:36:00.
- GENIQ can send free-form messages to Jane during this session.
User Reply Renews the Session
- Jane sends another message to GENIQ on 2022-01-02 18:56:00.
- Since Jane’s message is within the expired session, it creates a new session.
- New session is now valid from 2022-01-02 18:56:00 to 2022-01-03 18:56:00.
Business Sends a Free-Form Message Within the Valid Session
- GENIQ sends a free-form message on 2022-01-03 08:01:00.
