Additionally, conversations that are initiated by users who click on a Click-to-WhatsApp ad or a CTA button from a Facebook page are not charged. The first 1,000 messages per month for each WhatsApp Business Account (WABA) are free.If the initial 24-hour window has concluded, the business must send a message template to re-initiate the conversation, which will be charged separately as a business-initiated transaction. Businesses can send free-form messages to users within the fixed 24-hour conversation window that is initiated after the first business message within the conversation is delivered.These sessions are either initiated by the user or the business, leading to different pricing tiers.
#Whatsapp price windows#
Additionally, they will be required to send a message template to start a conversation, and the new conversation will be a business-initiated conversation. If Acme Sport continues the conversation after the 24-hour window has ended, they will be charged for a new conversation. Within this 24-hour window there is no charge for individual messages, encouraging the business to reply to support queries in a timely manner. Rajesh: Hi, I just wanted to confirm that my order for running shoes has been accepted? I did not receive any notifications from the app after my purchase.Īcme Sport: Thanks for contacting us, Rajesh! Your order #6421 for Size 10 Nike Air Running shoes has been accepted and should be at your doorstep shortly!Īs soon as Acme Sport’s reply is delivered to Rajesh, it starts a user-initiated 24-hour conversation session. User makes a general customer service request We will consider a hypothetical customer Rajesh and two fictional businesses – Acme Sport (online fitness store) and Acme Air (airline).ġ. To further understand how these two conversation types are charged on the WhatsApp Business Platform, let us take a look at some use cases. Each 24-hour conversation window incurs a single charge. Within this 24-hour window, any number of messages (including template messages) may be exchanged between the business and the user without incurring any additional charges. The 24-hour conversation window begins when the first message from a business within the conversation is delivered – either initiated by the business itself or as a response to a user message. Businesses need a pre-approved message template to initiate such a conversation.Įvery conversation is measured within a fixed 24-hour window. When a business messages a user a message outside the 24-hour customer service window, it is counted as a business-initiated conversation. If a business replies to this message within a 24-hour customer service window, the message will be attributed to a user-initiated conversation. This is when a user initiates a conversation by messaging a business.
Broadly, there are two separate conversation types that are priced differently. Under the new model, the conversations are charged basis who initiated it. In this blog, we try to simplify and make it easier for you to understand how conversations initiated on WhatsApp between businesses and users are charged. Since the new pricing came into effect starting Feb, 2022, the model only goes on to reflect the conversational nature of business-customer relationships more accurately. However, understanding how the new pricing works still remains one of the most frequently asked question by users. It has been a while since WhatsApp revised and introduced a new pricing model for using WhatsApp Business Platform.
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