{"id":2451,"date":"2024-12-11T12:09:07","date_gmt":"2024-12-11T12:09:07","guid":{"rendered":"https:\/\/interkeykb.eoceandemo.com\/?p=1067"},"modified":"2024-12-11T12:09:07","modified_gmt":"2024-12-11T12:09:07","slug":"updates-to-conversation-based-pricing-2","status":"publish","type":"post","link":"https:\/\/help.eocean.net\/knowledge\/updates-to-conversation-based-pricing-2\/","title":{"rendered":"Updates &#8211; WhatsApp Business Conversation"},"content":{"rendered":"<div id=\"pl-gb2451-69e7afa35d4c1\"  class=\"panel-layout\" ><div id=\"pg-gb2451-69e7afa35d4c1-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-gb2451-69e7afa35d4c1-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb2451-69e7afa35d4c1-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w675febd297c36\"  class=\"panel-layout\" ><div id=\"pg-w675febd297c36-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w675febd297c36-0-0\"  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class='proclose'>\n\t\t\t<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" x=\"0px\"\n\t\t\t\ty=\"0px\"\n\t\t\t\twidth=\"12\" height=\"12\" viewBox=\"0 0 512 512\" enable-background=\"new 0 0 512 512\"\n\t\t\t\txml:space=\"preserve\">\n\t\t\t\t<polygon points=\"438.393,374.595 319.757,255.977 438.378,137.348 374.595,73.607 255.995,192.225 137.375,73.622 73.607,137.352 192.246,255.983 73.622,374.625 137.352,438.393 256.002,319.734 374.652,438.378 \"\/>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\n\t\n<\/div>\t<\/div>\n\t<div class='asl_data_container' style=\"display:none !important;\">\n\t\t<div class=\"asl_init_data wpdreams_asl_data_ct\"\n\tstyle=\"display:none 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value=\"1\">\n\n\t<div class=\"asl_option_inner hiddend\">\n\t\t<input type='hidden' name='qtranslate_lang' id='qtranslate_lang'\n\t\t\t\tvalue='0'\/>\n\t<\/div>\n\n\t\n\t\n\t<fieldset class=\"asl_sett_scroll\">\n\t\t<legend style=\"display: none;\">Generic selectors<\/legend>\n\t\t<div class=\"asl_option\" tabindex=\"0\">\n\t\t\t<div class=\"asl_option_inner\">\n\t\t\t\t<input type=\"checkbox\" value=\"exact\"\n\t\t\t\t\t\taria-label=\"Exact matches only\"\n\t\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"asl_option_label\">\n\t\t\t\tExact matches only\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"asl_option\" tabindex=\"0\">\n\t\t\t<div class=\"asl_option_inner\">\n\t\t\t\t<input type=\"checkbox\" value=\"title\"\n\t\t\t\t\t\taria-label=\"Search in title\"\n\t\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div 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option, ignore please\"\n\t\t\t\t\t\tname=\"customset[]\" checked=\"checked\"\/>\n\t\t\t<\/div>\n\t\t\t\t<\/fieldset>\n\t<\/form>\n\t<\/div>\n<\/div>\n\n      <\/div>\n   <\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n<div id=\"pl-gb2451-69e7afa35d7a0\"  class=\"panel-layout\" ><div id=\"pg-gb2451-69e7afa35d7a0-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-gb2451-69e7afa35d7a0-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb2451-69e7afa35d7a0-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"mobile_section custom_container panel-widget-style panel-widget-style-for-gb2451-69e7afa35d7a0-0-0-0\" ><div id=\"pl-w6863947aea291\"  class=\"panel-layout\" ><div id=\"pg-w6863947aea291-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w6863947aea291-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w6863947aea291-0-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"textwidget custom-html-widget\">[mobile_menu]<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n<div id=\"pl-gb2451-69e7afa35d9bf\"  class=\"panel-layout\" ><div id=\"pg-gb2451-69e7afa35d9bf-0\"  class=\"panel-grid panel-has-style\" ><div class=\"custom_container panel-row-style panel-row-style-for-gb2451-69e7afa35d9bf-0\" ><div id=\"pgc-gb2451-69e7afa35d9bf-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb2451-69e7afa35d9bf-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w68639499325d2\"  class=\"panel-layout\" ><div id=\"pg-w68639499325d2-0\"  class=\"panel-grid panel-has-style\" ><div class=\"getting_started_section panel-row-style panel-row-style-for-w68639499325d2-0\" ><div id=\"pgc-w68639499325d2-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68639499325d2-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w68639499325e1\"  class=\"panel-layout\" ><div id=\"pg-w68639499325e1-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w68639499325e1-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68639499325e1-0-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"textwidget custom-html-widget\"><div class=\"breadcrumb_section\">\n\t<ul>\n\t\t<li>\n\t\t\t<a href=\"\/\">Help Center<\/a>\n\t\t<\/li>\n\t\t<i class=\"fa fa-chevron-right\"><\/i>\n\t\t<li>\n\t\t\t<p>WhatsApp Business Platform<\/p>\n\t\t<\/li>\n\t<\/ul>\n<\/div><\/div><\/div><\/div><\/div><div id=\"pg-w68639499325e1-1\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w68639499325e1-1-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68639499325e1-1-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" 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class=\"menu_page_inner_section\">\n\t<h1>\n\t\tUpdates on WhatsApp Business Conversation pricing: Effective Nov 01, 2024\n\t<\/h1>\n\t<h3 style=\"margin-bottom: 40px;\">\n\t\tStarting November 1, 2024, Meta is simplifying and reducing WhatsApp Business Platform fees to help businesses connect with customers more affordably and efficiently.\n\t<\/h3>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tKey Highlights of Meta&#8217;s New Pricing Structure\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\t<strong>Starting November 1, 2024, Meta is excited to announce that service conversations will be completely free!<\/strong> Businesses can now respond to an unlimited number of inbound inquiries at no cost, as long as the customer initiates the conversation within a 24-hour window.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\t<strong>Previously capped at 1,000 free service conversations per month, this change offers businesses the freedom to scale support without additional charges.<\/strong> This flexibility is especially beneficial during peak seasons or promotions, allowing you to enhance customer service without worrying about rising costs. Seize this opportunity to provide responsive and accessible support at no extra expense!\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\t<strong>Example of a Service Conversation<\/strong>\n\t\t<\/p>\n\t\t\n\t\t<ul>\n\t\t\t<li><strong>Hour 0:<\/strong> A WhatsApp user messages you outside of your business hours. This opens a customer service window, so you are now able to send any type of message to the user for 24 hours, not just template messages.<\/li>\n\t\t\t<li><strong>Hour 0:<\/strong> Your  bot automatically responds with a text message  informing the user that a customer service agent will respond by 9am the next day.<\/li>\n\t\t\t<li><strong>Hour 12:<\/strong> A customer service agent responds to the user with a text message.<\/li>\n\t\t<\/ul>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tWhat to Expect in the Upcoming Months\n\t\t<\/h4>\n\t\t\n\t\t<ul>\n\t\t\t<li><strong>February 1, 2025:<\/strong> New international authentication rates will roll out across seven additional markets, coupled with reduced rates in existing markets.<\/li>\n\t\t\t<li><strong>April 1, 2025:<\/strong> <a href=\"#utility-templates\">Utility templates<\/a> will be available for free within the 24-hour <a href=\"#cs\">customer service window<\/a>, and businesses will shift to a per-template message charge instead of the previous per-conversation model.<\/li>\n\t\t\t<li><strong>July 1, 2025:<\/strong>strong> All businesses will be charged per message for template message  as part of the second phase rollout.<\/li>\n\t\t<\/ul>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tPer-Message Pricing\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\tWith per-message pricing from April 1, 2025, businesses  will be charged:\n\t\t<\/p>\n\t\t\n\t\t<ul>\n\t\t\t<li><strong>Per message<\/strong> for each marketing template<\/li>\n\t\t\t<li><strong>Per message<\/strong> for each authentication template<\/li>\n\t\t\t<li><strong>Per message<\/strong> for each utility template sent outside of a <a href=\"#cs\">customer service window<\/a><\/li>\n\t\t<\/ul>\n\t\t\n\t\t<p id=\"cs\">\n\t\t\tFor example, if you send a marketing template and then two utility templates to a WhatsApp user, that will incur 3 charges (1 marketing, 2 utility). If the 2 utility templates are sent while a customer service window is open between you and the user, however, it would only incur a single charge (1 marketing).\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\t<strong>Customer Service window<\/strong>\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\tWhenever a WhatsApp user messages your business, a 24-hour timer called a <a href=\"https:\/\/developers.facebook.com\/docs\/whatsapp\/cloud-api\/guides\/send-messages#customer-service-windows\">customer service window<\/a> starts (or refreshes if one has already been started). When a free-form message is delivered by the business in response, with no open conversation of any other <a href=\"#conversationcategory\">category<\/a> open between your business and that user, a <a href=\"#conversationcategory\">service conversation<\/a> is opened.\n\t\t<\/p>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\" id=\"conversationcategory\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tConversation types and how they apply to your pricing\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\tBusinesses can initiate a conversation using a template message outside the  customer service window. The category of the template message used will define the conversation type.\n\t\t<\/p>\n\t\t\n\t\t<div class=\"badge_section\" style=\"background-color: #e5f8f6;\n    border-left: 5px solid #7fded2;margin: 0px;\">\n\t\t\t<p>\n\t\t\t\tMarketing, utility, and authentication conversations can only be opened with template messages. Service conversations can only be opened with free-form messages.\n\t\t\t<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tFour Conversation Types\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\tThere are three business-initiated conversation types (all of which require customer opt in) and user- initiated conversation are renamed to align with the primary ways businesses and people are messaging on Whats App. The new conversation type is determined by the template category of the message used to initiate the conversation. WhatsApp divides template categories into 4 types:\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\t<strong>Utility<\/strong>  &#8211; Business-initiated conversations relating to a transaction, including post-purchase notifications and recurring billing statements to\ncustomers who have opted in.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\t<strong>Authentication<\/strong> &#8211; Business-initiated conversations that enable businesses to authenticate users with one-time passwords at multiple steps during the login process, such as account registration, account recovery, and integrity challenges.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\t<strong>Marketing<\/strong> &#8211; Business-initiated conversations to market a product or service to customers, such as relevant offers to customers who have opted in.\nAny business-initiated conversation that does not qualify as an\nauthentication or utility conversation would also fall under this category.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\t<strong>Service<\/strong>  &#8211; User-initiated conversation, such as to resolve a customer query.\n\t\t<\/p>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tHow is the  24-hour customer service window applied for each template category?\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\tConversation charges are  based on template category. Each template category will start and have its own separate 24-hour conversation window and incur separate charges. For example, if a business sends a customer a utility message, they will be charged the utility conversation fee, but if 4 hours later, they send the customer a marketing message, they will also be charged the marketing conversation fee, and start a separate 24-hour window for marketing messages. However, if they send additional utility messages, they will not be charged again until 24 hours have passed and a new 24-hour window begins.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\tThe exception to this is free entry point conversations. During the free window, businesses can send multiple templates of different categories, and no new conversation will be opened.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\tCharges for conversations are based on the user\u2019s country code. A user here is defined as the customer that your business is communicating with. Rates for different conversation types based on template category  vary by country or region.\n\t\t<\/p>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tPricing calculator for utility, marketing and authentication conversations: Effective Nov 01, 2024\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\tUtilize our <a href=\"https:\/\/eocean.net\/pricing\/\">Pricing Calculator<\/a> to choose your specific market and conversation type, enabling you to accurately determine the WhatsApp conversation fees applicable to your business.\n\t\t<\/p>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tFree Entry Point Conversations\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\tConversations are not charged when users message businesses using call-to-actions buttons on <a href=\"https:\/\/www.facebook.com\/business\/help\/447934475640650?id=371525583593535\">Ads that Click to WhatsApp<\/a> or <a href=\"https:\/\/www.facebook.com\/help\/977869848936797\">Facebook Page call-to-action buttons<\/a>.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\tWith the launch of per-message pricing, <a href=\"https:\/\/developers.facebook.com\/docs\/whatsapp\/pricing#free-entry-point-conversations\">free entry point conversations<\/a> will behave the same but reflect messages instead of conversations. <strong>If a WhatsApp user messages you via a free entry point surface, you can respond with any type of message for free within 24 hours; this opens a free entry point customer service window that lasts 72 hours.<\/strong> You can continue to message the user using any type of message while this window is open, at no charge.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\tStandard pricing applies for Ads that Click to WhatsApp. The conversation that initiates from the ad is free, but not the ad itself.\n\t\t<\/p>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tFree Utility Templates in the Customer Service Window\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\tStarting April 1, 2025, utility templates sent within a <a href=\"#cs\">customer service window<\/a> are free for all businesses. Utility templates sent outside a customer service window will continue to be charged the utility rate.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\t<strong>Example<\/strong>\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\tIf a WhatsApp user sends you a message asking when the package they ordered will be delivered, you can respond within the customer service window with a text message or utility template message, and neither incurs a charge.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\tTo learn more about Conversation pricing updates , see Meta\u2019s  pricing documentation <a href=\"https:\/\/developers.facebook.com\/docs\/whatsapp\/pricing\/pricing-changes-launch-timeline\">here<\/a>.\n\t\t<\/p>\n\t<\/div>\n\t\n\t[feedback_form]\n\t\n\t[related_articles]\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Whatsapp Business Platform<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":[],"rop_publish_now_history":[],"rop_publish_now_status":"pending","footnotes":""},"categories":[14],"tags":[],"class_list":["post-2451","post","type-post","status-publish","format-standard","hentry","category-whatsapp-business-platform"],"_links":{"self":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts\/2451","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/comments?post=2451"}],"version-history":[{"count":0,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts\/2451\/revisions"}],"wp:attachment":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/media?parent=2451"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/categories?post=2451"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/tags?post=2451"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}