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Digital Connect Fee
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Additional Users
Add-on (Agent seats)
WhatsApp Messaging Fee
Business are required to use a template message to initiate a conversation with a customer. Each
delivered template message incurs a fee based on its type: Utility, Authentication,
Authentication-International, or Marketing.
When a customer messages you first, a 24-hour customer service window opens.
During this window, Utility templates and free-form messages are free. Marketing and Authentication
templates are still charged.
×
If a utility template is sent after a utility message is sent in the same 24-hour window, it will not be charged. Below are several examples to illustrate how conversation charges work.
Calculate your WhatsApp Conversation Fee in the 24-hour conversation window
Any time a template message is sent, it will result in a conversation charge unless it is sent in a conversation of the same category. For example, if a utility template message is sent during a service conversation, it will open a separate utility conversation open for 24 hours from the time the utility template is sent.If a utility template is sent after a utility message is sent in the same 24-hour window, it will not be charged. Below are several examples to illustrate how conversation charges work.
Opening a marketing conversation inside a service conversation. A service conversation is opened at 11:15 when a business response to a customer message is delivered. A marketing template is delivered at 6:30 while this service conversation is still open. This opens a separate marketing conversation. The result is one charge for service conversation and one charge for a marketing conversation.Free entry point conversations are an exception¹. A template sent during the three-day free window will not open a new conversation. In the above example, if the business replied to the first user message delivered at 11:07 with a template, a conversation of the same category as the template will be opened. Not a service conversation.¹Free entry point conversations are conversations that initiate from Ads that Click to WhatsApp or Facebook Page CTAs. Learn how to create Ads that click to WhatsApp here.- Opening a utility conversation inside a marketing conversationA marketing conversation is opened at 11:10 when a marketing template message is delivered. Later, with the marketing conversation still open, a utility template is delivered at 11:55. This opens a separate utility conversation. The result is one charge for a marketing conversation and one charge for a utility conversation.
- Two templates of the same category result in only one conversation charge A utility conversation is opened at 9:00 when a utility template message is delivered. Later, with the utility conversation still open, another utility template message is delivered at 3:00. There is no new conversation charge because the template type used within the open conversation window did not change. The result is one utility conversation charge..
- One template with both utility and marketing content A template that includes content that is both utility and marketing based on the template guidelines is delivered at 10:25. Whenever marketing content is identified in a template, the template will be categorized as marketing. The result is one marketing conversation charge.
Country or Region
0 Marketing Template
10,000+ Templates
0 Utility Template
10,000+ Templates
0 Authentication Template
10,000+ Templates
0 Authentication International Template
10,000+ Templates
Estimate
API PLAN
$0
Additional Users
$0
Add-on (Agent seats)
$0.00
Marketing Template
$0
US$0.00
Utility Template
$0
US$0.00
Authentication Template
$0
US$0.00
Authentication International Template
$0
US$0.00
Estimated Cost
US$0.00/mo
Frequently Asked Questions
What are monthly active users and how are they calculated?
Monthly Active User (MAU) refers to the count of unique users with whom messages were exchanged within a billing period. The billing period here refers to the month of your billing cycle. If a business has exchanged multiple messages with a unique user within a billing month, it is still counted as one user. The count for MAU is reset to 0 on the first of every billing month.
What happens if my MAU Tier is exceeded?
You can continue to communicate with your customers and we will not restrict you account even if you exceed your MAU tier. However, in that case, you will be charged $0.035. per additional user outside your tier within that billing period.
How are WhatsApp messages charged by Meta?
WhatsApp charges per message for each template sent. Charges will be incurred:
- Per message for each marketing template
- Per message for each authentication template
- Per message for each utility template sent outside of a customer service window
What are agent seats and how does the pricing work for it?
Agents are members of your support team who log in to your account to access customer data and interact with customers as needed to resolve support issues. These agents hold paid roles and require licensed seats, which allow them to manage customer conversations. Each plan includes a set number of agent seats.
If you’ve used up all available agent seats in your plan, you can purchase additional seats. When you add more agent seats, you’ll receive a prorated charge for the current billing month, followed by the regular rate on future invoices.
For example, if your billing date is the 1st of each month and you add a seat on the 16th, your next invoice will include a prorated charge from the 16th to the end of the month, along with your regular monthly subscription fee.
Similarly, if you decide to reduce the number of agent seats mid-month, the cost will also be prorated. For example, if you remove a seat on the 16th of a month, your invoice will include a prorated credit for the seat from the 16th through the end of the month, in addition to your regular monthly subscription.
How secure is my data on Digital Connect?
We take data security seriously. Our Digital Connect Platform is hosted on Amazon Web Services (AWS) data centers hence inheriting IT security controls of AWS for both the network and physical security. Both providers use audited security including ISO 27001 and SOC 2 compliance. Uptime between 99.95% and 100% is guaranteed.
Infrastructure access is restricted and regulated through an access control model. Access is limited to only those employees whose roles require it. Privileges must be assigned based on team, unit, and job requirement.
We utilize industry recognized and highly regarded web application firewall (WAF) to effectively protects against attacks against our services running on our platform. Protections against DDoS (Distributed Denial of Service) are also included along with data encryption and TLS 1.2 to authenticate and encrypt data securely during transmission. Real-time traffic is actively monitored for malicious behavior so that appropriate measures can be taken.
Infrastructure access is restricted and regulated through an access control model. Access is limited to only those employees whose roles require it. Privileges must be assigned based on team, unit, and job requirement.
We utilize industry recognized and highly regarded web application firewall (WAF) to effectively protects against attacks against our services running on our platform. Protections against DDoS (Distributed Denial of Service) are also included along with data encryption and TLS 1.2 to authenticate and encrypt data securely during transmission. Real-time traffic is actively monitored for malicious behavior so that appropriate measures can be taken.
Can I upgrade or downgrade my plan?
One of the best things about our plans is flexibility. You are free to upgrade or downgrade your plan at any time based on your needs, including in the middle of a billing period. Upon changing to a new plan, we will cancel your current plan and charge you for your new plan on a pro-rata basis. Proration handles the increase or decrease to the subscription price when a price changes during any billing period of a subscription. We will charge you for the original subscription plan (based on the number of days remaining before renewal) and then apply new charges to your account for the remaining days of the new plan.