Session Message

Session Messages are free-form WhatsApp messages that businesses can send within 24 hours of the customer's last message at no additional cost. Unlike templates, no approval process is needed – you reply as in a normal chat conversation.

What are Session Messages?

Session Messages are WhatsApp messages that businesses send during an active conversation – that is, within the 24-hour window following the customer's last message. During this phase, you can reply freely without using pre-approved templates.

The 24-hour window restarts with every incoming customer message. If a customer writes at 2:00 PM, you can send unlimited session messages until 2:00 PM the following day – text, images, documents, voice messages. The content is unrestricted as long as it complies with WhatsApp's terms of service.

Session messages are free for businesses – Meta only charges for incoming customer-initiated conversations (tiered by category). Replies within the 24-hour window are free of charge, enabling natural conversations without cost pressure.

Why are Session Messages Important?

The session concept turns WhatsApp into a true communication channel rather than a broadcast tool:

• Natural conversations – No template constraints, free-form messaging like any chat
• Cost efficiency – Unlimited replies without additional fees during the session
• Fast support – Resolve issues directly without template delays
• Flexibility – Send media, links, emojis – anything goes
• Sales enablement – Product recommendations, consultations, cross-selling

The contrast with templates is crucial: outside the 24-hour window, only pre-approved, paid templates are allowed. Inside the session, you have complete freedom to communicate naturally.

Practical Example

A customer writes on Monday at 10:00 AM: "Do you have product X in stock?" Your support team replies immediately: "Yes, 5 units available. Want me to reserve one for you?" The customer confirms, and you send pickup details, opening hours, and a location map – all session messages, all free.

On Tuesday at 9:00 AM (23 hours later) the customer writes: "Can I pick it up tomorrow instead?" You reply: "Sure, we will hold it until Thursday." The window has restarted – another 24 hours of session messaging.

If the customer does not reply after Tuesday 10:00 AM and you want to send a reminder on Wednesday, you would need a template (e.g., "Reminder: Your reservation expires today").

Session Messages with SendSeven

SendSeven automatically displays whether the 24-hour window is active in every chat – a visual indicator with countdown. Your team instantly sees whether a free reply is possible or a template is required.

Hybrid mode: AI answers routine questions within the session automatically, complex queries are escalated to human agents. All replies – manual or automated – remain session messages as long as the window is open.

Cost transparency: the dashboard shows exactly which messages were free (session) and which were billed as templates. GDPR-compliant, EU-hosted, 14-day free trial.