WhatsApp chatbot pricing refers to the cost associated with running and maintaining a chatbot on the WhatsApp platform. As more businesses are leveraging WhatsApp chatbots for their customer service needs, it’s essential to understand how pricing works.
The pricing typically includes hosting and subscription fees for access to the platform and pay-per-use costs for each customer conversation. The pricing structure can vary depending on the complexity of the chatbot and the number of customer conversations.
Whether you’re looking to automate customer support, drive sales, or enhance customer communication, knowing the WhatsApp API charges is essential.
In this blog, we’ll cover both aspects so you have the complete picture before you invest in this solution.
WhatsApp Business Pricing Models: API, App, and Enterprise Solutions
Meta offers three WhatsApp Business Models – WhatsApp Business, WhatsApp Business API, and WhatsApp Cloud API.
The pricing for WhatsApp Business is the simplest, it costs nothing. It’s FREE! Small businesses can use this model to engage with users immediately at no cost.
WhatsApp Business API and WhatsApp Cloud API, models to support conversations at scale have similar pricing for their conversations but differ during the implementation process. WhatsApp Cloud API is hosted on Meta’s servers, hence doesn’t come with hosting charges.
Whereas WhatsApp Business API can be hosted on Meta or a partner’s server. If hosted on a partner server, a business needs to pay a nominal amount for it, depending on the partner charges. Besides this, WhatsApp Business API through a partner has some set-up fee associated with it.
WhatsApp chatbot pricing per conversation
The WhatsApp API can provide a quicker and more interactive experience for customers compared to traditional methods such as sending SMS and email or opening and closing tickets. This more conversational approach enhances the customer relationship. To make them more meaningful, Meta rates for using the WhatsApp Business API are based on conversations.
What is a conversation?
In WhatsApp chatbot pricing, a conversation is a fixed interaction between a business and a consumer in a 24-hour window. The conversation starts when the business sends a message to the user, either when they send the first message to the user or when they respond to a message sent by the user.
WhatsApp chatbot pricing changes based on who starts the conversion. The two types of conversation categories are
- User-initiated conversations: Here, the user sends the message first. The 24-hour window for this conversation type begins when the business responds to this user-initiated message. The first message is charged. Post this, businesses can send any number of messages in this 24-hour customer service window for free.
- Business-initiated conversations: In this case, a business begins a conversation by sending a message first. This message is outside the 24-customer service period. Businesses need to use an approved message template to send a business-initiated conversation.
This message is outside the 24-customer service period. Businesses need to use an approved message template to send a business-initiated conversation.
Some more information on a conversation:
- A conversation is measured in a 24-hour session.
- The conversation starts when a business message is delivered to a user. This message could be business-initiated or a response to user-initiated.
- In a 24-hour window, businesses can send and receive any number of messages, including message templates, without incurring additional charges.
- Once the 24-hour customer service window is closed, WhatsApp policy requires the business to send a template message. If a free-form message is sent outside the 24-hour window, it will not be delivered.
- The charges for user-initiated conversations are slightly less than for business-initiated conversations. See this India Rate Card for how these two types of conversations are charged.
- The charges for conversations are based on the user’s country code. That means the rate per conversation changes depending on where your user is conversing with your business. See the rates for the US vs. India vs. a European country.
Are any WhatsApp chatbot conversations free?
Yes, WhatsApp chatbot pricing includes free conversations in two forms:
- Free-tier conversations
- Free entry points conversations.
Free-tier conversations
WhatsApp provides the first 1,000 conversations each month absolutely free. These conversations include both – user-initiated and business-initiated. This is great for businesses needing the API service but not having too many conversations. You get to pay only when you are ready to scale.
One point to note is that the free conversations are associated with one WhatsApp Business account (WABA). If a WABA has multiple numbers associated with it, it will still have 1,000 conversations free across numbers.
Based on the WABA’s timezone, the 1,000 free tier conversations count is refreshed every month.
Free entry points conversations
WhatsApp conversations can also be started when a user clicks on a call to action (CTA) on Ads or Facebook page CTA button that leads to WhatsApp. Businesses are not charged when users initiate messages using these services.
Free entry-point conversations are always user-initiated. The first conversation (24-hour window) from these entry points is free. Consequent conversations with the user (outside this customer service window) will be charged based on who starts the conversation.
Optimizing WhatsApp API Usage for Cost Efficiency
It’s crucial to use the platform strategically if you want to get the most out of your WhatsApp API while keeping expenses down.
Start by automating answers to commonly requested queries or queries from clients. This lowers the requirement for human interaction and enables you to manage more messages without going over budget.
Segmenting your audience can also assist you in sending communications that are specifically targeted, making each campaign both economical and pertinent.
Timing your mails wisely is another method to maximize expenses. Depending on the pricing structure of your supplier, it may occasionally be more cost-effective to send bulk messages during off-peak hours.
Additionally, since session messages are less expensive within the 24-hour interaction window, think about utilizing them as often as you can. You may increase overall cost effectiveness and make the most of your budget by organizing your communications strategy with these pointers in mind.
Conversation examples and related charges
To understand how WhatsApp chatbot pricing works, let’s see some examples of different scenarios.
User-initiated conversations
Scenario 1:
Customer reaches out for customer support
User messages a business on the WhatsApp chatbot about a support-related query. When the business replies to this message, a user-initiated conversation starts. A 24-hour customer service window opens when the business replies.
- There is no limit (and no charge) to how many messages are exchanged in this window.
- The query is resolved within this time frame, and the business is charged only one user-initiated conversation.
Scenario 2:
Customer reaches out for support that spans multiple days
User messages a business regarding a query on the WhatsApp chatbot. When the business replies to this message, it starts a user-initiated conversation, opening up a 24-hour customer service window. However, the query is not resolved within this time frame. After the expiry of the window, the user sends a message first.
- After the first 24-hour window expires, the business can continue the conversation as long as it has not been 24 hours since the second user-initiated message.
- The business will be charged for two user-initiated conversations.
Scenario 3:
Customer reached out for support, but it spans multiple days, and the business requires a message template
User messages a business on the WhatsApp chatbot for support. When the business replies to this message, a user-initiated conversation starts. A 24-hour customer service window opens when the business replies. However, the query is not resolved within this time frame. After the expiry of the window, the business sends a message first, introducing a business-initiated conversation.
- The business can only send a message to the user through approved message templates.
- The first message is charged as a user-initiated conversation. The second is charged as a business-initiated conversation.
Business-initiated conversations
Scenario 4:
Business starts a conversation with a message template
Businesses can send messages to users to share updates or remind them about upcoming events. When the message is delivered, it starts a 24-hour window with a business-initiated conversation.
- The business can send as many messages in this 24-hour window as needed, including another message template.
- This scenario will cost the business one business-initiated conversation.
Scenario 5:
Business starts a conversation that spans multiple days
The business sends a message to the consumer using the message template, let’s say, an order confirmation message. This starts a business-initiated conversation, spanning a 24-hour customer support window. After the window expires, the business sends another message to the user to update them on the shipping status.
- In this scenario, the business must use a message template to send the second message.
- Here, the business will be charged for two business-initiated conversations.
- During these windows, the business can send any number of messages to the user at no additional cost.
Scenario 6:
Business starts a conversation that spans multiple days with user-initiated conversations
The business sends a message to the consumer using the message template, let’s say, an order confirmation message. This starts a business-initiated conversation, spanning a 24-hour customer support window. Within this window, the business sends another message to the user to update them on the shipping status. After the window expires, the user replies to the business, asking for the order status.
- In this scenario, the business will be charged for one business-initiated conversation and one user-initiated conversation.
- During these windows, the business can send any number of messages to the user at no additional cost.
How to estimate total conversations per billing period?
You need two information pieces to get the total conversations in a billing period.
- Recipient’s country code
- Conversation type (you can get this from the pricing object in your webhook notifications)
Total conversations per billing period = Number of unique conversation IDs associated with a webhook with status=”delivered” and/or status=”read” in that billing period.
Note:
- Conversations with ID “sent” will not be charged.
- The billing period for a conversation is determined by the timestamp on the first business message in a conversation using the WABA’s timezone.
- Only the first period will be charged if a conversation extends over two billing periods. There won’t be any additional charge in the following month.
How Chat360 Can Help You Navigate WhatsApp Business API Pricing
It can be difficult to figure out the complicated world of WhatsApp Business API pricing, but Chat360 is here to make it easier. Our comprehensive knowledge of different price structures and suppliers enables us to assist you in selecting the most affordable option for your company’s requirements.
Chat360 offers the information and resources you need to make wise decisions, whether you’re trying to control high-volume communication, optimize message expenditures, or comprehend hidden expenses.
Chat360 assures that your business receives the most value without sacrificing functionality by providing smooth connectivity with the WhatsApp Business API in addition to pricing assistance.
With the help of our platform’s automated messaging, audience segmentation, and real-time analytics features, you can effectively manage your communication plan. You can increase client interaction, make the most of your budget, and confidently negotiate the intricacies of WhatsApp pricing with Chat360.