Managing Payments for IM through Zoho Desk

Managing Payments for IM through Zoho Desk

Among the most widely used messaging channels, only WhatsApp charges its user for sending messages. Soon, other platforms might follow suit and charge their users for sending messages to customers. To address such scenarios, ZohoIM features a "IM Credits" (wallet) option where customers can check their available balance and buy credits. The wallet should have a positive balance, and for each outgoing message, a certain amount will be deducted from your available credits. You will be prompted to replenish it when credits run low.

How WhatsApp charges work

Effective July 1, 2025, Meta switched from conversation-based pricing to per-message pricing. You are now charged per delivered template message, not per 24-hour conversation window. Rates vary by message category and the recipient's country.

See also: Comprehensive Pricing Guide ↗

Message categories and billing

Message category Charged? Rate basis Free windows apply?
Marketing Yes Per delivered template message; varies by recipient country No
Utility Yes Per delivered template message; varies by recipient country Yes, free within Customer Service Window
Authentication Yes Per delivered template message; varies by recipient country No
Note
Utility templates sent within an open Customer Service Window (CSW) are free. A CSW opens when a customer messages you and stays active for 24 hours from their last message.

See also: WhatsApp pricing categories ↗

Free messaging windows

Window type Duration What is free
Customer Service Window (CSW) 24 hours from the customer's last message All non-template messages and utility template messages sent within the window
Free Entry Point Window (FEP) 72 hours from your first reply All messages, including template messages, when triggered by a customer contacting you through a Click-to-WhatsApp Ad or Facebook Page call-to-action (CTA)
Note
Pricing is based on the recipient's country calling code, not your business location.

See also: Meta's official rate cards ↗

How to purchase credits?

Setup
1. Click the Setup icon in the top bar.
2. Under Channels, click Instant Messaging.
3. On the Instant Messaging page, click Buy Credits.
4. Specify the number of credits you want to purchase.
5. Click Make Payment.
Note
Before making a payment, check the calculated total to make sure you are being charged the right amount.
6. Once purchased, your new credits will be reflected under Available Credits on the top bar, and you can resume sending messages to your customer.

See also: Purchasing Credits for WhatsApp in IM and Cost Calculation ↗

How to purchase IM credits from Zoho store?

In the above section, we discussed how to purchase IM Credits (a non-recurring add-on) directly from the IM module in the Desk application. In this section, we will run through the steps of purchasing IM credits offline, so that both our partners' customers and direct customers can obtain credits easily.
If you are a Zoho partner purchasing credits on behalf of your customers, follow the dedicated Partner's Guide to purchasing IM credits ↗ instead of the steps below.
Setup
1. Click on the User Profile icon in the top right corner of the Desk application and then click the Subscription button. You will be redirected to the Subscription page.
2. On the Subscription page, the IM Credits add-on will be listed under Non-Recurring add-ons as shown in the below screenshot.
3. Click Buy More to proceed.
4. Once payment is made, your purchase is completed.
Note
Your "Available (IM) Credits" balance will be shown in the Desk application for all users. Navigate to Settings > Instant Messaging in Desk to check your available IM credit balance.

How to auto-recharge your credits?

Setup
1. Click the Setup icon in the top bar.
2. Under Channels, click Instant Messaging.
3. From the Integrations page, select WhatsApp.
4. On the Instant Messaging page, click Auto-Recharge.
5. Specify the number of credits you wish to add to your balance automatically, just before you drop below the minimum credit balance.
6. You will receive an "Auto-Recharge Updated Successfully" message upon completing these steps.
Note
Auto-Recharge is available only when your organization has a valid payment source (such as a saved credit card) associated with its subscription.
If no valid payment source is available, Auto-Recharge cannot be enabled, and the request will fail.
If your organization was onboarded through a Zoho partner, the subscription is associated with the partner's billing account. In such cases:
This restriction prevents unauthorized charges to the partner's payment method.

How to purchase credits for WhatsApp integration?

Setup
1. Click the Setup icon in the top bar.
2. Under Channels, select Instant Messaging.
3. From the Integrations page, click Configure on the WhatsApp option.
4. Once you click Integrate, you will be redirected to the "Update your Subscription" message shown in the below screenshot.
5. Click on Subscribe. You will be redirected to the Subscription page.
Note
WhatsApp charges its users to send messages based on the country their customers reside in.

IM credits cannot be transferred between different Zoho products or services

IM credits purchased for one Zoho service (for example, Zoho Desk) are tied to that specific service and cannot be moved to another service such as Zoho SalesIQ.
This restriction exists because:
  • IM credit purchases are invoiced against the product through which they were purchased.
  • Transferring credits to another product would create inconsistencies between the purchased credits and the associated invoice.
  • Maintaining product-specific invoices ensures accurate payment records, auditing, and refund processing.

What should you do if you purchased credits for the wrong product?

If the credits have not been used, you can contact Zoho Support to request a refund for the unused IM credits (subject to the applicable refund policy). After the refund is processed, you can purchase the required IM credits directly from the intended product. This ensures that payment records, invoices, and future refund calculations remain accurate.

Frequently Asked Questions

Q: What are IM Credits?
A: IM Credits are prepaid credits used to pay for chargeable instant messaging services, such as WhatsApp. Each eligible outgoing message deducts credits from your available balance.
Q: Which messaging channel currently uses IM Credits?
A: At present, WhatsApp uses IM Credits because Meta charges businesses for certain messages. Support for other messaging channels may be added in the future if they introduce messaging charges.
Q: How are WhatsApp messages charged?
A: Effective July 1, 2025, Meta charges businesses on a per delivered template message basis instead of per conversation. The cost depends on the template category (Marketing or Utility) and the recipient's country.
Q: Are all WhatsApp messages chargeable?
A: No. The following messages are free:
  • Non-template messages sent within an active Customer Service Window (24 hours).
  • Utility template messages sent during an active Customer Service Window.
  • Messages sent during a Free Entry Point Window (72 hours) after a customer contacts you through a Click-to-WhatsApp Ad or Facebook Page CTA.
Q: How do I know when my IM Credits are running low?
A: You can view your available balance from the Instant Messaging module. You can also enable Auto-Recharge to replenish your balance automatically.
Q: Can I enable automatic credit recharge?
A: Yes. Navigate to Setup > Channels > Instant Messaging > WhatsApp > Auto-Recharge and configure:
  • The number of credits to purchase automatically.
  • The minimum balance that triggers the recharge.
Q: How much does it cost to purchase IM Credits?
A: IM Credits are priced at USD 2 per credit, plus a 3% value-added fee.
Q: Can I purchase IM Credits outside the Instant Messaging module?
A: Yes. You can purchase IM Credits from the Subscription page under Non-Recurring Add-ons by selecting Buy More.
Q: Can IM Credits be transferred between different Zoho products?
A: No. IM Credits are product-specific and cannot be transferred between Zoho products such as Zoho Desk and Zoho SalesIQ.
Q: What if I accidentally purchased credits for the wrong Zoho product?
A: If the credits have not been used, contact Zoho Support to request a refund (subject to the applicable refund policy). Once the refund is processed, you can purchase credits from the correct Zoho product.
Q: How can I check my available IM Credit balance?
A: Navigate to Settings > Instant Messaging in Zoho Desk. The available IM Credits balance is visible to all users.
Q: Does the cost of a WhatsApp message depend on my business location?
A: No. WhatsApp pricing is determined by the recipient's country calling code, not your business location.
Q: Why can't I enable Auto-Recharge?
A: Auto-Recharge requires a valid payment source associated with your organization's subscription. If no payment source is configured, Auto-Recharge cannot be enabled. If your organization was provisioned through a Zoho partner, Auto-Recharge is not supported because the subscription is linked to the partner's billing account. To purchase IM Credits, contact your partner or refer to the Partner's Guide to purchasing IM credits ↗.
Q: What happens if my IM Credit balance reaches zero?
A: Once your available balance is exhausted, chargeable messages cannot be sent until you purchase additional IM Credits or an Auto-Recharge successfully replenishes your balance.