we’ll guide you through WhatsApp’s pricing structure for conversations, helping you understand how charges are applied and how different types of conversations are categorized. WhatsApp charges per conversation, not per individual message. A conversation is a 24- or 72-hour message thread between you and your customers, initiated either when a message you send is delivered to a customer or when a customer sends a message to your business, thus opening a new conversation. Conversations are categorized under one of the following categories: Marketing — enables you to achieve a wide range of goals, from generating awareness to driving sales and retargeting customers. Examples include new product, service, or feature announcements, targeted promotions/offers, and cart abandonment reminders. Utility — enables you to follow up on user actions or requests. Examples include opt-in confirmation, order/delivery management (e.g., delivery update), account updates or alerts (e.g., payment reminders), or feedback surveys. Authentication — enables you to authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges). Service — enables you to resolve customer inquiries. Marketing, Utility, and Authentication conversations can only be opened with Message Templates. Service conversations can only be opened with free-form messages. Once you connect your WhatsApp Business Account and share your credit line with Manychat, your Manychat Wallet will be used to pay for conversations. Funds will be deducted from your Wallet immediately after the conversation starts. 1 transaction record in your usage history = 1 conversation. WhatsApp requires you to pay only for business (outbound) conversations. Contact-initiated (inbound) conversations are free. If a contact messages you directly through WhatsApp, the opened contact-initiated conversation is free for 24 hours. Contact-initiated conversations are free for 72 hours if a Free Entry Point Conversation is used. A free entry point conversation is opened if: A customer using a device running Android or iOS messages you via a Click to WhatsApp Ad or Facebook Page Call-to-Action button. You respond within 24 hours. ⚠️ Please make sure you have sufficient funds in your Wallet. While the message templates will be sent for free, having funds in the Wallet is crucial for utilizing the Free Entry Point Conversation feature. If a business replies to a user with a Message Template or sends a Message Template in an open service conversation, this opens a new conversation based on the template category. This conversation lasts for 24 hours. You can only have 1 conversation of each type with 1 customer (for example, you can’t have 2 marketing conversations with the same customer at the same time). Any time a template message is delivered, it will result in a conversation charge unless it is sent in a conversation of the same category. For example, if a utility template is delivered during a service conversation, it will open a separate utility conversation that remains open for 24 hours from the time the utility template is delivered.
