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MESSAGING AND TEMPLATES
Session message
A session message is any WhatsApp message sent by a business inside an open 24-hour customer service window without using a template: text, images, documents, audio, video, stickers, locations, contacts and interactive messages. Session messages are free and unlimited while the window is open and cannot be sent once it closes.
free form messagecustomer service windowerror 131047
Why it matters
Session messages are where almost all support and sales conversation happens and where it costs nothing. The term matters because Meta's error 131047 (re-engagement) means exactly "you tried to send a session message outside a session", and because pricing changes since 2023 made session messages free everywhere.
In VGraple CRM
The inbox composer sends session messages while the window is open and switches to templates when it closes; flows do the same automatically. The window countdown on each conversation tells agents how long they have.