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BD-3618-2 Add links to WhatsApp #8338

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Oct 30, 2024
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BD-3618-2 Add links to WhatsApp #8338

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6 changes: 3 additions & 3 deletions _docs/_hidden/pricing/whatsapp_pricing.md
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Expand Up @@ -38,14 +38,14 @@ On November 1, 2024, all service conversations are free of charge. Service conve

#### What are service conversations?

Service conversations enable you to respond to customer inquiries. This includes conversations started by an end-user where the brand replies with a response message instead of a template message.
Service conversations enable you to respond to customer inquiries. This includes conversations started by an end-user where the brand replies with a [response message]({{site.baseurl}}/user_guide/message_building_by_channel/whatsapp/whatsapp_campaign/create#response-messages) instead of a template message.

#### How can you benefit from this update?

Some conversations that were previously charged as "service" will now be free. These include:

- Unrecognized response campaigns where an end-user sends a message that is unrecognized and the brand replies with a generic message using response messaging. For example, an end-user sends a message without a keyword and the brand responds with “We don’t recognize your message, please reach out to customer support."
- Conversations that start when an end-user messages the brand a promoted keyword and the brand replies using a response message. Common examples are opting into WhatsApp messaging or participating in a specific promotion.
- [Unrecognized response campaigns]({{site.baseurl}}/user_guide/message_building_by_channel/whatsapp/message_processing/user_messages#unrecognized-responses) where an end-user sends a message that is unrecognized and the brand replies with a generic message using [response messaging]({{site.baseurl}}/user_guide/message_building_by_channel/whatsapp/whatsapp_campaign/create#response-messages). For example, an end-user sends a message without a keyword and the brand responds with “We don’t recognize your message, please reach out to customer support."
- Conversations that start when an end-user messages the brand a promoted keyword and the brand replies using a [response message]({{site.baseurl}}/user_guide/message_building_by_channel/whatsapp/whatsapp_campaign/create#response-messages). Common examples are opting into WhatsApp messaging or participating in a specific promotion.

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