Effective February 1, 2022, there are two types of conversations on the WhatsApp Business Platform, each with different rates:
• User-initiated: A conversation that initiates in response to a user message. Any time a business replies to a user within the 24 hour customer service window, that message will be associated with a user-initiated conversation.
• Business-Initiated: A conversation that initiates from a business sending a user a message outside the 24 hour customer service window and outside any open conversation session. Messages that initiate a business-initiated conversation require a message template.
• All conversations are measured in 24-hour increments or “sessions”
These 24-hour conversation sessions start whenever the first message is delivered by a business, either in response to a user inquiry, or if a business-initiated message template is delivered.
To see more details including conversational examples, see the attached PDF