Pricing updates on the WhatsApp
- Effective July 1, 2025 — utility templates sent within an open customer service window will be free, and we will charge per message for template messages instead of per conversation.
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Free Utility Templates Within an Open Customer Service Window
- If a utility template (such as transaction confirmations, order updates, appointment reminders, etc.) is sent within an open customer service window, it will be free of charge.
- An open customer service window means the business is responding to a user’s message within an active conversation window.
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Per Message Charges for Template Messages
- Instead of charging per conversation (a single fee covering multiple messages in a 24-hour session), businesses will now be charged per message when sending template messages outside an open conversation window.
- This affects businesses that frequently use business-initiated messages, as each message will now have an individual cost.
This change could impact businesses differently depending on how they communicate with customers. If most of your messages are utility-based and within an open conversation, you may see cost savings. However, if you send a lot of business-initiated template messages, you may face higher costs.
