Purchasing Credits for WhatsApp in IM and Cost Calculation
WhatsApp in Instant Messaging (IM) operates on a credit-based system for initiating conversations. Businesses must purchase credits to send messages outside the free response window. This guide covers the credit purchase process, cost breakdown, troubleshooting common issues, and frequently asked questions (FAQs) to help businesses efficiently manage their WhatsApp messaging expenses.
How to Purchase Credits for WhatsApp in IM
To start using business-initiated conversations on WhatsApp, businesses must buy IM credits through the platform. Follow these steps:
Steps to Purchase Credits:
- Click the Setup icon in the top bar.
- Under Channels, select Instant Messaging.
- On the IM page, click Buy Credits.
- Enter the number of credits you wish to purchase. Each credit costs $2 USD, and a 3% value-added fee (VAT) applies to the total cost.
- Click Make Payment and proceed with the payment.
Once payment is made, the credits will be added to your Available Credits section, and you will be able to start sending messages immediately.
Cost Breakdown: How WhatsApp Credits Are Priced
Each IM credit is valued at $2 USD, and a 3% VAT is applied to the total purchase.
Example: Purchasing 2 IM Credits
- Base cost: 2 credits × $2 = $4
- VAT (3% of $4): $0.12
- Total amount payable: $4.12
How WhatsApp Deducts Charges from Available Credits
WhatsApp charges businesses per conversation category, and the cost is deducted from the available credits.
Business-Initiated Conversation Example
If a business initiates a conversation with a customer using a template message after 24 hours of inactivity, it is considered a new paid conversation.
- Marketing conversation cost (Mexico): $0.0436
- Utility conversation cost (Mexico): $0.0266
- Updated credit balance after deduction:
- After sending a marketing message: $4 - $0.0436 = $3.9564
- After sending a utility message: $4 - $0.0266 = $3.9734
User-Initiated Conversation Example
If a customer in Mexico initiates a conversation and the business responds within 24 hours, the response is free. However, if the business responds after 24 hours, it must use a paid template message.
- Cost per user-initiated conversation in Mexico: $0.0105
- Updated credit balance after deduction:
- $3.9564 - $0.0105 = $3.9459
Key Takeaways:
- Charges are only deducted for business-initiated conversations or when responding outside the free 24-hour window for user-initiated conversations.
Best Practices for Managing WhatsApp Credits in IM
Optimize Conversation Timing
- Encourage User-Initiated Conversations: When a customer messages first, responding within 24 hours is free.
- Respond Promptly: Avoid using paid template messages by keeping customer interactions within the free window.
Maximize Free Utility Messages
- Starting April 1, 2025, utility messages sent within 24 hours of a customer message will be free.
- If a utility message is sent after 24 hours, it will incur a charge based on WhatsApp's utility conversation pricing.
Monitor and Optimize Credit Usage
- Regularly check credit balance in the Available Credits section to ensure uninterrupted messaging.
- Analyze message costs by reviewing the pricing model to optimize spending.
Use WhatsApp Ads for Free Messaging
- When a customer clicks a WhatsApp ad and messages the business, it opens a free 72-hour conversation window.
- Businesses should leverage Click-to-WhatsApp Ads for cost-effective engagement.
Troubleshooting Common Issues
Credits Not Appearing After Purchase
- Issue: After making a payment, credits are not reflecting in the account.
- Solution:
- Check payment confirmation in your billing section.
- Refresh the page or log out and log back in.
- If the issue persists, contact support.
Payment Declined
- Issue: Unable to complete payment for credit purchase.
- Solution:
- Verify your payment method details.
- Ensure there are sufficient funds in your payment account.
- Try using an alternative payment method.
- Contact your bank or payment provider for any restrictions.
Unexpected Credit Deduction
- Issue: More credits deducted than expected.
- Solution:
- Check the conversation category (Marketing, Authentication, or Utility) to confirm the applicable rate.
- Review your billing history for deductions.
- If there is a discrepancy, contact support.
Unable to Send Messages Despite Sufficient Credits
- Issue: Credits are available, but messages are not going through.
- Solution:
- Ensure your WhatsApp number is active.
- Verify if the recipient has blocked your number.
- Check for any account restrictions or compliance issues.
How to Enable Auto-Renewal for Credits
- Issue: Credits run out, and messages stop being sent due to an insufficient balance.
- Solution:
- Navigate to the IM settings.
- Click Buy Credits.
- Click Auto-Recharge Settings.
- Enable Auto-Recharge and select your preferred top-up amount.
- Confirm the payment method to ensure uninterrupted messaging.
By enabling auto-recharge, businesses can avoid disruptions in messaging and ensure a seamless experience for customer interactions.
Frequently Asked Questions (FAQs)
What happens if my credit balance reaches zero?
If your credit balance is depleted, you cannot send new business-initiated conversations until you purchase more credits. However, you can still reply to user-initiated messages within 24 hours for free.
Can I get a refund on purchased credits?
No, WhatsApp credits are non-refundable once purchased. Ensure you only buy the required amount.
How can I check my credit balance?
Your credit balance is available in the Available Credits section under Instant Messaging.
Do I need to purchase credits for free conversations?
No, credits are only required for business-initiated conversations or when responding after the free 24-hour window in user-initiated conversations.
Do my credits expire?
No, purchased WhatsApp credits do not expire and remain available until they are used.
Where to Check WhatsApp Credit Balance and Pricing Details
Businesses can check:
- Credit Balance is in the Available Credits section under IM.
- Country-wise conversation rates on the official WhatsApp Pricing Page: WhatsApp Pricing
By following these steps and best practices, businesses can effectively manage their messaging costs while maximizing engagement on WhatsApp in IM.
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