When a customer messages you, WhatsApp opens a 24-hour customer service window for your business.

What this window means:

• You can reply with normal free-form messages during this window
• Each new customer message can extend the window timing
• Service messages in this window are free
• Utility template messages sent within an open customer service window may be free under Meta's current pricing rules
• Outside the window, template messages are commonly used to start or continue messaging

This window is important for understanding how Meta applies message categories and template pricing.

Your BotLinkd package already includes:

• WhatsApp Cloud API integration and setup
• Broadcast campaigns, Campaign Manager, and automation workflows
• Chat management, AI chatbot, dashboards, and operational tools
• Zero markup on Meta pricing (BotLinkd never adds extra charges on Meta rates)

Meta charges (if any) are separate: When you use template messages in scenarios where Meta applies message pricing, your WABA payment method is billed by Meta.

Utility templates are for transactional updates and operational notifications customers expect.

• Order confirmations
• Delivery updates
• Payment alerts
• Appointment reminders
• Account updates

Important: Utility templates are a Meta-defined template category. Meta may apply the corresponding utility message rate for the recipient’s market, while utility template messages sent within an open customer service window may be free under Meta's current pricing rules.

BotLinkd’s job is to keep your messaging clean, compliant, and efficient - while Meta’s pricing remains fully transparent and billed by Meta.

Authentication templates are used for verification and access security.

• OTP / login verification
• Registration confirmation
• Password reset

Meta charges can apply based on the authentication message rate for the selected market.

Marketing templates are used for promotional communication and campaign messaging.

• Offers and discounts
• New product launches
• Seasonal campaigns
• Announcements

Meta charges apply at marketing message rates for the selected market.

Run structured WhatsApp broadcasts with segmentation, scheduling, and visibility - built into BotLinkd.

• Campaign manager & templates
• Audience segmentation
• Scheduling and reporting

Note: If a campaign uses template messages, Meta may apply the relevant message rate based on the selected category and recipient market.