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 ...
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!
