Definition
Any free-form reply a business sends within the 24-hour window after a customer's message, with no approved template needed. Since 1 October 2026 each service message is charged at the utility rate of the customer's country; Meta partners report the first 1,000 per number each month are free.
Example
A customer asks about sizes, and the agent replies directly with text and a photo, no template needed.
Read the full guideWhatsApp Customer Service: The Complete Guide to a Fast, Organised Support Team
Related WhatsApp & Meta terms
نافذة خدمة العملاء 24 ساعة24-Hour Customer Service WindowA 24-hour period that starts from the customer's last message, during which the business can reply with any message type, no template needed. After it closes, you can only message the customer with an approved template.مزوّد حلول الأعمال BSPBusiness Solution Provider (BSP)A Meta-approved company that provides the WhatsApp Business API to businesses, helps with registration and offers a platform for management, billing and support.إعلانات النقر إلى واتساب CTWAClick-to-WhatsApp Ads (CTWA)Facebook and Instagram ads with a button that opens a WhatsApp chat with your business instead of a website, so the customer starts the conversation.نقطة الدخول المجانية 72 ساعةFree Entry Point Conversations (72 Hours)When a customer messages you from a click-to-WhatsApp ad or a Facebook Page button and you reply within 24 hours, a 72-hour window opens in which all your messages are free.حافظة أعمال ميتا (مدير الأعمال)Meta Business Portfolio (Business Manager)The central Meta account that holds your Facebook and Instagram pages, ad accounts, WhatsApp Business API accounts and permissions. It was previously called Business Manager.توثيق النشاط التجاري في ميتاMeta Business VerificationA process where you upload official documents, such as your commercial registration, to prove to Meta that your business is real. It builds trust, raises messaging limits and is required for some features.