Forum Discussion
Customer Initiated Conversations
One more question from my side.
If we manage to drive our customers to start a conversation with us, will this conversations be charged by braze and fall into the conversation package OR are these individual ones?
AND is it possible to create automated journeys for these kind of conversations and are they free of charge?
Thank you!
Hi Tom -
Here is some information on conversations that are free of charge:
All service conversations (effective as of November 1, 2024)- How does this work? When a user messages the brand (starting the 24-hour customer service window), non-templated response messages are not charged.
- How can brands take advantage of this? Customers should use response messages, instead of template messages (which will be charged), when responding to users.
Common use cases include:
- Unrecognized response campaigns where a user sends a message that is unrecognized and the brand replies with a generic message using response messaging. For example, a user sends a message without a keyword and the brand responds with “We don’t recognize your message, please reach out to customer support.
- Conversations that start when a user messages the brand a promoted keyword and the brand replies using a response message. Common examples are opting into WhatsApp messaging or participating in a specific promotion.
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Yes, you can automate these journeys using Braze Canvas!
