What is WhatsApp Service message?
A Service message is a free-form reply a business sends a customer within the 24-hour customer service window. It does not use a template, and under current pricing Service messages are free.
Why WhatsApp Service message matters
Service messages are the cheapest, most flexible way to talk to customers, so keeping conversations inside the window saves money.
Example
A customer asks about sizing; the agent replies with text and a photo at no message cost because it is a Service message.
Related terms
- WhatsApp 24-hour window
- WhatsApp conversation categories
- WhatsApp message template
- Full WhatsApp Business API glossary
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Are Service messages really free?
Yes, free-form replies inside the 24-hour window are not charged; template messages still are.