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Digital Connect Fee
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WhatsApp Conversation Fee
Estimate the number of marketing, utility, authentication and service conversation. The template category will determine the conversation category and charges. Each WhatsApp Business Account will recieve 1,000 free service conversation (user-initiated) per month. To learn more about how are conversations charged for different template categories, see conversation use case examples
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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 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
1,000 Service Conversation
Per 24 hours
Estimate
API PLAN
$0
Additional Users
$0
Add-on (Agent seats)
$0
Marketing Conversation
$0
$0
Utility Conversation
$0
$0
Authentication Conversation
$0
$0
Service Conversation
Free 1,000, $0
$0
Estimated Cost
$0/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 Conversations charged?
Effective June 01.2023, WhatsApp Conversation Based Pricing has expanded
from previous two chargeable conversation categories (Business and User-initiated) to four conversation categories. Business-initiated conversations will now fall under three categories namely Utility, Authentication and Marketing and User-initiated conversation will be renamed as Service.
Conversations are not charged when users message businesses using call-to-actions buttons on Ads that Click to WhatsApp or Facebook Page call-to-action buttons. Starting March 1, WhatsApp is providing more free conversations when users message businesses through these entry points by extending the free conversation window from 24h to 72h.
To learn more about updates to WhatsApp Conversation Fee, Click here
- 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 using call-to-actions buttons on Ads that Click to WhatsApp or Facebook Page call-to-action buttons. Starting March 1, WhatsApp is providing more free conversations when users message businesses through these entry points by extending the free conversation window from 24h to 72h.
To learn more about updates to WhatsApp Conversation Fee, Click here
What are agent seats and how does the pricing work for it?
Agents refers to your support team who log into your Digital Connect account, access customer data and interact with customers as needed to resolve support issues. Agents are paid role and require license seats to access customer conversations. All plans come with certain number of license seats included in the plan.
If you’ve availed all available agent seats in your plan, you can add more agents by purchasing additional agent seats.
When adding additional license seats to your account, you will receive a pro-rated invoice for the current billing month and then normal rate will be charged on the subsequent invoices. For example, you are billed on the 1st of every month for a plan and on the 16th of the month you purchase an additional seat. For that billing month, you will pay a prorated cost from the 16th-30th for the additional seat, along with monthly subscription fee.
When reducing additional agent licenses from your account, you will receive an invoice for the normal rate for the current billing month. For example, you are billed on the 1st of every month for a plan and on the 16th of the month you reduce an additional seat. For that billing month, you will billed at normal rate for the additional seat, along with monthly subscription fee.
If you’ve availed all available agent seats in your plan, you can add more agents by purchasing additional agent seats.
When adding additional license seats to your account, you will receive a pro-rated invoice for the current billing month and then normal rate will be charged on the subsequent invoices. For example, you are billed on the 1st of every month for a plan and on the 16th of the month you purchase an additional seat. For that billing month, you will pay a prorated cost from the 16th-30th for the additional seat, along with monthly subscription fee.
When reducing additional agent licenses from your account, you will receive an invoice for the normal rate for the current billing month. For example, you are billed on the 1st of every month for a plan and on the 16th of the month you reduce an additional seat. For that billing month, you will billed at normal rate for the additional seat, along with monthly subscription fee.
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.