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WhatsApp Conversation Fee
Businesses are required to use a template message to initiate a conversation with a customer outside the 24 hour window. Estimate the number of marketing, utility, authentication and authentication international conversations by using the calculator below.. The template category will determine the conversation category and charges.
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 conversation A 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 Conversation
Per 24 hours
0 Utility Conversation
Per 24 hours
0 Authentication Conversation
Per 24 hours
0 Authentication International
Per 24 hours
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Additional Users
$0
Add-on (Agent seats)
$0.00
Marketing Conversation
$0
$0
Utility Conversation
$0
$0
Authentication Conversation
$0
$0
Authentication International
$0
$0
Estimated Cost
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Frequently Asked Questions
What are monthly active users and how are they calculated?
What happens if my MAU Tier is exceeded?
How are WhatsApp Conversations charged?
- Utility conversations e.g. order updates, delivery updates, and other transactional use cases
- Authentication conversations e.g. one time passcodes (OTP) / account verification
- Marketing conversations e.g. promotions and offers.
- Service conversations - Any user-initiated conversation, such as to resolve a customer query.
Conversations are not charged when users message businesses via call-to-action buttons on Ads that Click to WhatsApp or Facebook Page call-to-action buttons. WhatsApp is now offering more free conversations through these entry points by extending the free conversation window from 24 hours to 72 hours.
To learn more about updates to WhatsApp Conversation Fee, Click here./p>
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?
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.