Template, Conversation and Message
This page is here to explain the difference between template session time and conversation session time and regular message, just in case you are still confused.
Template and Messages explanation
Outgoing
Message type | When you can use it | Opens 24 hours session? | Counted? | Billed? |
|---|---|---|---|---|
Regular Message (sendMessage, sendFile, sendButtons etc) | Only if client sent a message in the last 24 hours | no | no | no |
Marketing Template | Anytime you want better not to use it if a 24 hours incoming session is already open | no | yes, every template message | yes |
Utility Template | Anytime you want | no | If a 24 hours session is open between you and the client (meaning that the client sent you a message) - we don't count. if a 24 hours session is closed - we count every template message | Utility template is billed only if there is no 24 hours session open between you and the client |
Authentication Template | Anytime you want | no | yes, every template message | Yes |
Incoming
Message type | Opens 24 hours session? | Counted? | Billed? |
Incoming message for the first time in 24 hours | yes | yes | Depends on your contract terms with 99 digital. |
Incoming message within 24 hours of last message | no, session still open | no | no |
Counted vs Billed
"Counted" means that our system count the session / the template and show it to you on the webhook. the counting makes it easier for you to know when there is a new interaction between the business and the client.
this is mostly for statistics and usage transparency.
"Billed" means that our system is billing your business for this event. this is what we charge from you on the monthly invoice usage.
The counting for incoming message happens when the client sends a message (and this is unrelated to any template messages you sent to the client prior to that). this opens incoming message conversation session.
The counting for the templates only happens when the business send a billed template to the user and status of the template is either "read" or "delivered". There is no billing or counting if the status remains "sent" or changed to "failed".
Easy examples for incoming messages and business messages
Scenario | Counted As | Billed? |
|---|---|---|
Client sends a new message to the business, and the business replies with utility template right away | Incoming message session | depends on your contract |
Client sends a new message to the business, and the business replies with a marketing template (not recommended) | 1 Incoming message session + 1 Marketing template | Yes |
Client sends a new message to the business, and the business replies with regular message | Incoming message session | depends on your contract |
Client sends a new message to the business, and the business replies back after more than 24 hours with a utility template | 1 Incoming message session + Utility template | Yes |
Client sends new 1 message to the business, and then sends another 100 different messages to the business within 24 hours | 1 incoming session | depends on your contract |
Client sends a message to the business (24 hours session is open), and the business replies with either Utility or regular message | no count | no |
Business sends utility template, the client replies back, and the business sends another utility message | 1 Utility template + 1 incoming session | Yes |
Business sends utility template, the client did not reply back, and the business sends another utility message | 2 Utility templates | Yes |
Business sends utility template, the client replies back, and the business sends a marketing template | 1 Utility + incoming session +1 Marketing | Yes |
Business sends authentication template | 1 Authentication | Yes |
** client sends a new message means new message after 24 hours
If you have more questions regarding this, please contact support.