Session Message
A free-form message that businesses can send within 24 hours of a customer's last message, without needing a pre-approved template.
How it works
Session messages (also called user-initiated conversations) are any messages sent within the 24-hour customer service window. When a customer messages your business, a 24-hour window opens during which you can send any type of content, including text, images, videos, documents, or interactive messages, without needing pre-approved templates. This window resets with each new customer message. Session messages are priced differently from business-initiated template messages, typically at a lower rate. They are ideal for customer support conversations, order inquiries, and real-time engagement where the customer has already shown intent by reaching out first.
Related terms
Template Message
A pre-approved message format that businesses must use to initiate conversations with customers outside the 24-hour messaging window.
User-Initiated Conversation
A conversation started when a customer messages a business first, opening a 24-hour window for free-form replies at a lower cost.
Interactive Message
A WhatsApp message type that includes tappable UI elements like buttons, lists, or product catalogs for guided user interactions.
Learn more in our docs
Explore guides, tutorials, and API references for building on the WhatsApp Business platform with SuperWaba.