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?
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.
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?
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:
- Auto-Recharge is not supported.
- IM Credits must be purchased through the partner instead of directly from the product. See the Partner's Guide to purchasing IM credits ↗.
This restriction prevents unauthorized charges to the partner's payment method.
How to purchase credits for WhatsApp integration?
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.
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