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What is a WhatsApp session
3 min
Created by KM on 2/7/2023 5:53 PM
Updated by Karine Moreira on 12/9/2024 5:51 PM

The WhatsApp Business API offers several advantages for businesses, with one of the main benefits being the ability for multiple users to access the same WhatsApp account. At Zenvia Conversion, we use the official WhatsApp API, which has defined rules to prevent misuse of the platform.

What is a session on WhatsApp?

A "session" on WhatsApp refers to a 24-hour period during which messages can be exchanged between the business and the customer. There are two types of sessions:

1. User-initiated session

  • When a customer sends a message to the business, a 24-hour session is opened.
  • During this period, the business can exchange unlimited messages with the customer at no additional cost.
  • The 24-hour window is renewed with each new message sent by the customer.

2. Business-initiated session

  • To start the interaction, the business can send message templates approved by WhatsApp.
  • The charge is applied when the template is sent, but the 24-hour window only starts after the customer responds.
  • Once the customer responds, the business can exchange unlimited messages within the 24-hour period at no extra cost.
  • If a new template is sent before the customer responds or outside the 24-hour window, a new charge will apply.

Extended window

The "extended window" occurs when the customer responds within 24 hours, automatically renewing the period without the need to send a new template.

Costs and variation by country

  • Charges are applied per session start, not per message sent.
  • The cost varies based on the type of session (user-initiated or business-initiated) and the country where the business is registered.
  • These rates are determined according to WhatsApp policies.

Session charges aim to ensure responsible use of the platform and prevent spam. Business-initiated sessions have differentiated costs, emphasizing the importance of strategically planning message delivery.

For more information on how to use the WhatsApp Business API on Zenvia Conversion, refer to our technical documentation or get in contact with support.