Glossary
A conversation opened by a customer's inbound message, used for support and replies.
A service conversation is a WhatsApp conversation category that begins when a customer messages the business first and the business replies within the resulting 24-hour window — without using a template to initiate. It covers customer-initiated support, questions, and inquiries.
Under Meta's pricing, businesses receive a monthly allowance of free service conversations, and additional service conversations are typically the lowest-cost category. This encourages businesses to be responsive to customer questions.
Service conversations are central to support use cases: a customer asks about an order, a refund, or a product, and the business answers freely within the window.
Service conversations make responsive customer support affordable, often within a free monthly allowance, rewarding businesses that reply quickly.
Defuser AI's unified inbox and Talksy bot handle service conversations instantly, resolving common questions before they reach an agent — on your WhatsApp Business API.
A conversation opened by a customer's inbound message, used for support and replies.
Service conversations make responsive customer support affordable, often within a free monthly allowance, rewarding businesses that reply quickly.
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