WhatsApp pricing & credits
WhatsApp's business solutions include the WhatsApp Business platform and the WhatsApp Business app.
WhatsApp Business app provides basic tools intended for small businesses whose primary need is to communicate with their customers one-to-one through the mobile app.
On the other hand, WhatsApp Business platform/API gives access to the full range of WhatsApp marketing tools and is aimed at mid-sized and large businesses to directly integrate WhatsApp with their applications and workflows to connect with their customers on a global scale.
While the free-to-download WhatsApp Business platform suits smaller audiences, its limitations make the WhatsApp Business API a preferable solution for larger-scale customer handling.
Create customised messaging experiences on WhatsApp with the WhatsApp Business Platform Cloud API hosted by Meta and connect with customers in a simple, secure and reliable way. The WhatsApp Business API doesn’t have its own interface, it uses the front-end of the platform it’s connected to. So, Zoho TeamInbox acts as a platform to send and receive all your WhatsApp messages seamlessly along with various additional features.
This WhatsApp Business platform with Zoho TeamInbox gives you the ability to build messaging experiences on WhatsApp to connect with your customers in minutes. Enhance the customer experience and provide valuable assistance by answering queries, providing information, order tracking, issue resolution, technical support and more. Provide your customers with a personalized service experience, catering to their unique needs and offering support through their preferred communication channel.
WhatsApp conversations
Meta has introduced a new pricing model for these WhatsApp conversations, in which businesses will be charged per conversation, rather than per message. A conversation is defined as a 24-hour period of messaging window between a business and a customer. This window starts when a business responds to a user-initiated conversation.
24 hours = 1 conversation
Messages sent between your business and your customer within this 24-hour period are linked to a single conversation.
There are two types of WhatsApp business conversations and each charges differently:
The first message can be initiated by the business (business-initiated) or a business reply within 24 hours of a user message (user-initiated).
User initiated conversations
Zoho TeamInbox supports only user initiated conversations. A user-initiated conversation, or service conversations, refers to a conversation or interaction that is started by a user or individual.
Service conversations refer to interactions or discussions between businesses and their customers. These conversations are typically focused on providing assistance, information, or support related to a product or service. Learn More.
When a business respond to a user initiated conversation or message, a 24-hour customer service window opens up and all messages sent back and forth between the customer and the business within this service window are taken as a single conversation.
This service window expires after 24 hours, and any new conversation must be initiated by the customer to start a new customer service window and will be charged as a new conversation.
How are these conversations charged?
- You as a business can message ( responding to a user initiated conversation) people in any country, but you’ll be charged differently.
- Charges for user-initiated conversations differ depending on the country or region.
- Each conversation is charged as per the country code of the end- user. End-user refers to the customer with whom your business is communicating.
- Please refer to this page to find the country-wise cost per conversation for service conversations in Zoho TeamInbox.
Conversation duration
1. 24 hours service window
When a customer messages you, a 24 hour timer called a customer service window starts. If you are within the window, you can send free-form messages to your customer.
2. Free tier conversation
Each WhatsApp Business Account gets 1000 free service conversations each month across all of its business phone numbers. This number is refreshed at the beginning of each month, based on WhatsApp Business Account time zone.
To learn more about these conversations, click here.
Instant Messaging credits
With the latest WhatsApp conversation-based pricing model changes, customers have to purchase IM Credits from us to start using these business conversations.
IM Credits (wallet) option to address messaging charges on platforms like WhatsApp. Users can check their available balance and purchase credits. For each WhatsApp conversation, a certain amount is deducted from the available credits. Additionally, a service fee of 3% will be incorporated.
The cost of each WhatsApp conversation depends on the region of the end user/ customer. You will be prompted to replenish your balance when you need to. To see the region-based pricing chart, click here.
Since there is a monthly free limit of 1000 conversations, you can have 1000 conversations without being charged every month.
If the number of conversation has not exceeded the free limit (i.e., you have had 1000 or fewer conversations), there will be no deduction from your IM Credits.
However, once you cross the free limit of 1000 conversations, any additional conversations will start deducting from your IM Credits. For example, if the end user initiates an 1001th conversation, the service will deduct the required credit from your IM Credits.
Check out this page for more details about the free limit and pricing.