Service message
A reply to a customer who messaged you, sent inside the 24-hour window. The first 1,000 a month are free per number.
When a customer messages a business, the business can reply with anything for 24 hours. Meta calls these replies service messages. Each business phone number gets 1,000 delivered service messages free every month, and Meta charges per message from the 1,001st.
Answers to enquiries, questions and bookings are service messages. The count is of messages, not customers, so one chat can use several.
Why it matters
Many small businesses can answer everyday enquiries inside the free 1,000. A busier number should expect charges from the 1,001st reply.
Related terms
All 29 terms · Dunnflow sets all of this up on your own number. Try it in your browser