WhatsApp is changing its business pricing model from February 1, 2022. Businesses will be charged per conversation from February. 

Click here to know the Whatsapp pricing details for Freshdesk Messaging (formerly Freshchat).

How does WhatsApp’s current pricing model work?

With their current pricing, 

  • When a customer (user) sends you a message, you can reply for free for up to 24 hours from the last customer message.

What exactly is changing? 

  • WhatsApp Business API will start charging for all user-initiated conversations. The pricing will vary depending on the country code of the recipient's phone number (Check the detailed pricing table at the end of this article).
  • WhatsApp costs are only incurred when the company responds to an inquiry.
  • The first 1000 conversations are free per WhatsApp Business API account per month.

You can check the detailed pricing table at the end of this article.

How does it work?

WhatsApp Business API conversations are measured in 24-hour increments, or 'sessions'. The first message by the user will initiate a conversation (A user is defined as the person or entity with whom the business is interacting).

Freshworks will separately invoice for WhatsApp charges based on WhatsApp pricing at the start of the calendar month for the WhatsApp usage in the previous calendar month.

Let’s understand what User-Initiated Conversations mean, below:

User-initiated conversations:

Scenario: Customer care or general support inquiries in a single 24-hour conversation session.

  • Our user, Kelly, messages Acme Air about an upcoming reservation. When Acme Air’s reply message is delivered, it starts the 24-hour conversation session.
  • In this scenario, all additional messages are free within the 24-hour session. This encourages Acme Air to follow up with support inquiries promptly while providing users the ability to exchange as many messages as needed to resolve concerns within the 24-hour session.

In this scenario, Kelly gets the info she needs about her reservation, and Acme Air pays for one user-initiated conversation. If Acme Air continues to exchange messages with Kelly after the initial 24-hour conversation session has ended, they’ll incur costs related to a new conversation. 

Cost per Conversation in USD

MarketUser-initiated rate
Argentina $0.0316
Brazil $0.0300
Saudi Arabia$0.0195
South Africa$0.0168
United Arab Emirates$0.0190
United Kingdom$0.0388
North America$0.0088
Rest of Africa$0.0363
Rest of Asia Pacific$0.0224
Rest of Central & Eastern Europe$0.0250
Rest of Latin America$0.0423
Rest of the Middle East$0.0218
Rest of Western Europe$0.0397

For more information about the revised WhatsApp pricing, please visit: https://developers.facebook.com/docs/whatsapp/pricing/conversationpricing

Please reach out to your Customer Success Manager or write to support@freshdesk.com if you have more questions.