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What is a WhatsApp session
2 min
Created by KM on 2/7/2023 5:53 PM
Updated by Leonora Alves on 7/1/2025 10:15 AM

The WhatsApp Business API offers several advantages for companies, one of the main ones being the possibility of multiple users accessing the same WhatsApp account. At Zenvia Conversion, we use the official WhatsApp API, which has rules in place to ensure proper use of the platform.

What is a WhatsApp session?

In the context of WhatsApp, a session refers to the 24-hour window during which it is possible to exchange messages between the company and the customer continuously.

There are two ways this window can be opened:

1. Window initiated by the customer

  • When the customer sends a message to the company, a 24-hour window is opened.
  • During this period, the company can exchange unlimited messages with the customer.
  • The 24-hour window is renewed with each new message sent by the customer.

2. Window initiated by the company

  • The company can start the conversation by sending a pre-approved message template via WhatsApp (Meta).
  • The 24-hour window starts counting from the moment the customer replies to the template.
  • After the reply, the company can exchange unlimited messages within that window.
  • If the customer does not reply, there is no open window for free conversation.

Window renewal

Whenever the customer sends a new message, the 24-hour window is automatically renewed, allowing the conversation to continue without the need for a new template.

About costs and pricing

The WhatsApp pricing model is no longer based on sessions but on sending templates. For details on costs, message categories, and how pricing works, check our article: Learn how WhatsApp Business pricing works.