Featurecast Story 13 - WhatsApp Credits Dashboard

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 13 - WhatsApp Credits Dashboard

Utilize the WhatsApp credits dashboard to analyze your business conversations

During 2023, WhatsApp announced that it was shifting to a conversation-based pricing model for businesses using WhatsApp APIs.

In conversation-based pricing, WhatsApp charges for each conversation within a 24-hour window. There are no per-message charges so that businesses can exchange any number of messages with the user during a 24-hour conversation window.

How does WhatsApp charge for business and user-initiated conversations?

WhatsApp charges are based on the user's country code. Rates for business-initiated and user-initiated conversations will vary by the country or region of the sender. The rates will be based on the country's currency, such as USD, AUD, EUR, GBP, IDR, and INR.

Benefits of the WhatsApp credits dashboard

Businesses must learn from previous customer service experiences to iterate better processes and improve service quality. That's why you need a dashboard to provide visibility into daily operations. Here are some essential benefits of using the WhatsApp Business dashboard.

Work efficiently with your team

Who is picking up that message? That's a question you never have to ask again with a dashboard for WhatsApp conversations. If you get many WhatsApp messages daily, you need efficient teamwork to provide consistent service. In the WhatsApp Business dashboard, you see which messages are answered, which are unassigned, and which might need immediate attention. So you can assign conversations accordingly to a team or individual agents.

Keep your inbox squeaky clean

You want an organized inbox every time you start your work—sorting and labelling incoming traffic helps give a clear overview of your WhatsApp Business dashboard. You can segment customers or conversations by designating them as complaints, sales-related requests, or customer service issues. You can even use workflow rules to automate manual tasks and forward important messages to customer service agents.

Get practical insights

Measurement is important in customer support, and this dashboard provides all the insights you need about your business conversations. Monitor the number of conversations your team handles daily, charges for each template message sent, compare response times and learn from the most frequently asked questions. The WhatsApp Business dashboard is also where you can find the credit usage metrics and your credit statement for all your business conversations.

Track your credit balance

A credit monitoring service can provide real-time updates on your credit usage metrics and alert you to changes in your credit balance. You can also check your credit payment statement or use a dashboard to track your balance. Your credit usage metrics will show you your current credit charges, how much you pay for each template message and your payment history.

I hope you find the WhatsApp credits dashboard useful for analyzing your metrics. There's more to come, so please watch this space for more IM feature stories.

Until next time,

 Kavya Rao
The Zoho Desk Team

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Topic Participants
Kavya Rao Addepalli

Sticky Posts
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics which
Register for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features
Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow is
Share your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.
Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting