WhatsApp Session: What It Means for Your Business

01 · Glossary

How sessions open

Every conversation is a session with an owner.

• Customer message: opens a service session
• Business template send: opens a session billed by category
• Click to WhatsApp entry: opens a marketing-billed session by default
• QR scan or wa.me link: opens a session the customer started

02 · Glossary

How sessions reset

Sessions live 24 hours and reset constantly.

• Each customer message restarts the 24-hour clock
• A session can run for days if the customer keeps replying
• After 24 quiet hours, the session closes
• A new business template reopens a new session with a new fee

03 · Glossary

Why sessions matter to a merchant

Session state drives both cost and customer experience.

• Open session: free replies, no templates, instant answers
• Closed session: only approved templates, every send bills
• A slow reply can close the window and turn a free reply into a billable send
• Wutt tracks each session's state in the inbox and flags when a window is about to close

04 · Glossary

Sessions and the team

A session is not owned by one person — it is owned by the business.

• Any agent can continue a session from the shared inbox
• Assignments keep sessions from stalling
• AI reply drafts and quick replies keep sessions inside the window
• Session history stays on the contact record for the next follow-up

Last updated 5 August 2026