![]() If a user sends you a message within an open session of any category, you can respond with a free-form service message that won’t incur charges and won’t open a new service session. However, until the end of the first session, your utility template messages will be free. So, if you use a marketing template after the utility template, a new session starts, and you will be charged for that template. If company responses involve templates from a different category, a new session opens, and WhatsApp will charge you for messages from the relevant category. If the subsequent messages within the 24-hour session match the initial conversation category, they will be free.įor example, if you send three messages within a 24-hour utility session, only the first one is paid. ![]() Pricing Policy Updated Conversation ChargesĪny business-initiated message that starts a new conversation will be paid. Other templates that don’t fit the utility, authentication, or service conversation content description also fall under the "Marketing" category. *Any template containing both utility and marketing content will be categorized as a marketing template. "Good news! The product you saved is back in stock." Sending updates, invitations, newsletters, or recommendations "Thanks for your order! Use code SAVE20 to get 20% off your next order!” Sending promotions, offers, and other information or calls to action. To keep your account safe, do not share this code." Providing an authentication code to a user "Your payment has failed click here to retry."Īuthenticating users using one-time codes, for example, during a multistep login process (account verification or recovery, account integrity issues). Sending account, billing, or payment notifications "Your order has shipped! It will be delivered on Friday." Processing specific requests or transactions, sending customers updates on their current orders, including post-purchase notifications and recurring billing statements.Ĭonfirming or suspending an existing transaction All conversation categories require customer opt-in. The selected category will determine your conversation pricing. Meta will not accept templates whose contents do not coincide with the selected category. ![]() When creating templates and submitting them for moderation, companies must specify their categories. If a company sends a message template or replies to a user's message outside the 24-hour window, WhatsApp considers it a business-initiated conversation.įrom June 1, 2023, business-initiated conversations will be split into additional categories based on the template topic or conversation goal. ![]() However, to contact a customer when it has been more than 24 hours since their last message, businesses must use an approved template. Companies can send free-form messages within the customer service window. If a user initiates a conversation to resolve customer inquiries, it is categorized as a service conversation.Īdditionally, WhatsApp uses the concept of a customer service window, which is a period updated when a business receives a message from a customer. A session opens as soon as the first message is delivered. Free Sessions after User Clicking on Adsĭepending on whose message starts the conversation, WhatsApp Business identifies two categories: user-initiated and business-initiated conversations.Īll conversations are measured in fixed 24-hour sessions. ![]()
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