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:

• Jane sent 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

Case 2:

• Jane sent a message to GENIQ. This starts a business-initiated conversation.
  • Session is valid from 2022-01-01 09:36:00 to 2022-01-02 09:36:00
• Jane sent another message to GENIQ on the following day
  • The session is renewed and the session is valid from 2022-01-02 18:56:00 to 2022-01-03 18:56:00
• GENIQ sent a free-form message to Jane on the following day, 2022-01-03 08:01:00. Since the session is still valid on 2022-01-03 08:01:00, thus, no extra fee will be charged