Our Live Chat helps your team understand which WhatsApp messages can be sent to a customer and whether charges may apply.

When viewing a WhatsApp conversation, a status message appears above the message composer.

Possible statuses include:

• Service messages charged · [time remaining]
  The customer sent a message within the past 24 hours. You can send a normal reply, but WhatsApp service-message charges may apply.
• FEP messages free · [time remaining] · Free-form allowed for [time remaining]
  The customer entered the conversation through an eligible Click-to-WhatsApp ad or Facebook Page button. Messages are free during the active 72-hour Free Entry Point (FEP) window. Normal replies remain available only while the separate 24-hour customer service window is open.
• Template only · FEP messages free · [time remaining]
  The 24-hour customer service window has closed, but the 72-hour FEP window is still active. Template messages can still be sent free of charge; normal free-form replies are not available.
• Eligible FEP · Reply within [time remaining]
  The customer came from an eligible ad or Page button. Reply within 24 hours to activate the 72-hour FEP window.
• Template required
  The customer service window and any FEP window have ended. Send an approved WhatsApp template, or wait for the customer to send a new message.

• A customer message opens a 24-hour customer service window.
• Each new customer message resets that 24-hour window.
• A business reply does not extend the 24-hour window.
• An eligible Click-to-WhatsApp ad or Facebook Page call-to-action can create a 72-hour FEP window after your business replies within 24 hours.
• The FEP window remains free for 72 hours.
• If the 24-hour window closes before FEP ends, template messages remain available, but normal replies are no longer allowed.

Flows can use these WhatsApp conditions:

• WhatsApp FEP pending
  The customer is eligible for FEP. Reply within 24 hours to activate it.
• WhatsApp FEP active (72h free window)
  The customer is currently within an active 72-hour FEP window.
• WhatsApp FEP pending or active
  The customer is either eligible for FEP or already has an active FEP window.

These conditions can be combined with Has interacted in last 24h to choose the correct sending method.

The same FEP conditions are available when filtering bot users and live-chat conversations. This helps teams identify:

• customers who need a reply to activate FEP;
• customers currently in a free 72-hour FEP window;
• customers who are either FEP-pending or FEP-active.