Pricing
Service conversation
A conversation started by the customer, in which your free-form replies are not billed.
Pricing
When the customer messages first and you reply in your own words inside the 24-hour window, that is a service conversation, and Meta does not bill it.
The practical consequence is that reply speed is a cost control, not just a service metric. A team that answers within the hour pays for almost nothing; a team that answers in two days pays for a template every time.
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