A session message is any free-form message a business sends inside the 24-hour customer service window. The name comes from the older idea of a "session" opened by the customer.
What you can send
Anything supported by the API: text, images, video, documents, audio, location, contacts, buttons, lists and product messages. No template or approval is needed.
Cost
Free-form replies inside the customer service window are not charged by Meta.
When you cannot use one
Once the window closes, you cannot send session messages. You need an approved template to restart the conversation.
Tips
- Reply quickly to keep conversations inside the window.
- Use interactive messages, such as buttons and lists, to make replies easier.
- Watch the countdown in your inbox and send a template if the window is about to close on an important chat.