A few months ago, Facebook announced a new billing model for the WhatsApp Business API, which is now based on customer service interactions. This new feature... pricing model WhatsApp API It includes four new conversation categories. Therefore, the price will vary depending on the message category.
But first, let's understand: what is the WhatsApp API??
The service of WhatsApp Business API is a technology provided by WhatsApp for integrating the platform with other functions, allowing for significant improvements in customer service and relationships via the network. The goal of this service is to facilitate the work of companies that have a large contact base from different regions, so that they can handle the daily sending of thousands of messages with a more effective and agile response. And the most effective way to do this is through the use of chatbots, which is one of the best examples of automating customer service via WhatsApp.
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Discover what has changed!
Companies that use The WhatsApp Business platform will charge for 24-hour conversations with different rates depending on the category. Current business-initiated conversations will be divided into three new categories: utility, authentication, and marketing. User-initiated conversations will be called service conversations.
Yes! WhatsApp has created 4 message categories, and businesses will be charged different rates (depending on the category used) for 24-hour conversations.
Marketing Messages – conversations initiated by the company for sell a product or serviceThese include promotions or offers, information updates, or invitations for customers who respond or take action. Conversations that do not fall into the utility or authentication categories will be considered marketing.
Useful Messages – conversations initiated by the company for sending bills, order confirmation, scheduling, or shipping updates. Requests, transactions, or specific updates previously authorized for a customer regarding ongoing transactions, including post-sale notifications and recurring invoice statements.
Authentication Messages – conversations initiated by the company for Authenticate users with one-time passwords or recover passwords and accounts.
Service or Customer Service Messages – User-initiated conversations that help customers resolve doubts.
Pay attention to this information!
Two templates from the same message category result in only one charge per conversation:
A utility conversation is opened at 9 AM when a message with the "utility" template is received. Later, while the utility conversation is still open, another utility template message arrives at 11 AM. There is no charge for the new conversation because the template type used did not change in the 24-hour conversation. The result is only one charge per utility conversation.
Two message templates from different categories sent within the same 24-hour window: two charges!
Opening a marketing conversation (using a template) within a service conversation will create a separate marketing conversation, resulting in two charges: one for the service conversation and one for the marketing conversation.
1,000 free conversations
The first 1,000 free conversations per month will only be for Service or Customer Support messages (i.e., messages initiated by the user)! The free offer will not apply to... Useful, Authentication, or Marketing Messages.
Extended Window – 72 hours
Starting this month, free conversations have an extended window of 72 hours when users contact you via CTWA ads (click-to-WhatsApp ads) on Facebook and Instagram pages.
Points and Benefits
WhatsApp continues to be the number one channel for business communication, growing rapidly, expanding, and generating significant engagement. Until now, marketing messages were not officially allowed on the platform. The change recognizes these messages. Most messages sent by businesses will become cheaper.
Important information!
In OMINI, it is now possible to register new HSM message templates and define their category. Previously registered messages will be updated automatically.
THE Matrix [The company] is attentive to all these changes in order to offer a quality service to its clients. Still have questions? Talk to a Matrix Consultant and learn more: 0800 604 5555.
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