Effective June 1, 2023: Updates to the WhatsApp conversation-based pricing model.
What's the latest in WhatsApp conversation-based pricing?
Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Different charges will apply to different conversation categories. Effective June 1, business-initiated conversation charges will be based on the following template categories: Utility, Authentication, Marketing, and Service. Going forward, user-initiated conversations will be termed service conversations.
Four new conversation categories
Every business must use template messages to initiate conversations.
Business-initiated conversations
There are three business-initiated conversation categories (all of which require customer opt-in):
- Utility conversations: To send transactional updates, order status notifications, and critical alerts to customers.
- Authentication conversations: To send one-time passwords/codes allowing customers to access their accounts securely.
- Marketing conversations: To send promotional offers and product announcements to increase customer awareness.
User-initiated conversations
- Service conversations: User-initiated conversations that help customers resolve issues.
Businesses will continue to be able to use the WhatsApp Business Platform with 1,000 free user-initiated conversations every month. Business-initiated conversations will no longer be included as free-tier conversations. For more details on the changes in the new WhatsApp conversation-based pricing model, refer to this help doc.
Free tier conversations: Changes effective June 1, 2023.
Each WhatsApp Business Account (WABA) will acquire 1,000 free user-initiated conversations every month. The number of conversations available in the free tier is refreshed monthly based on the time zone associated with the WABA.
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Kavya
The Zoho Desk Team
Kavya
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