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Assuming no active conversation in place, if you want to send a message to your users within a customer care session, you can send non-templated messages. The delivery of the first message will start a new service conversation (referred to as a user-initiated conversation prior to June 1, 2023), and you will be billed accordingly.


Sending template messages


As of June 1, 2023, the business-initiated conversation category has been split into three new categories (each with their own template types and pricing structure): utilityauthentication, and marketing conversations. If you send a template message, and an existing conversation in the template message's category does not already exist, a new conversation will start. If you send a template message while there is already a conversation in progress, and the category of the template and the category of the open conversation do not match, a new conversation will begin in the category of the template. Finally, any template messages sent during a service conversation will begin a new conversation in the category associated with the template.


Learn more about how you can use the Sinch WhatsApp Business API to send messages easily and securely.

Version history
Last update:
‎06-02-2023 05:14 PM
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