Build better Customer Relationship with The New WhatsApp API Pricing

January 31, 2022 5 min read

Single messages never build relationships. And this is the reason why WhatsApp offers conversation-based pricing for 24-hour conversation sessions for your businesses. So, straightway, it helps your business move faster and scale better growth with quick leads.

What's New in WhatsApp API Pricing?

Now, you get two things in your favor by choosing WhatsApp Business API. These are:

Only pay when your business is ready to scale

The first 1k messages/conversations are FREE (every month). It is helpful as your business can better know the customers' experiences without paying a single penny!

All pricing is aligned to your business objectives

WhatsApp gives you the flexibility to drive your business on your terms. That means your online visibility will grow by using the messaging app where your target audience is already on!

Types of Conversations on WhatsApp

While learning about WhatsApp Business API, know that there are two types, with different rates. These are:

User-Initiated

If the user first messages your business, it's called user-initiated. You will have a 24-hour window (after the user messages) to reply in such a scenario.

Business-initiated

If you, as a business, send a message first to the user outside the 24-hour customer service window, it's called business-initiated conversation. In this scenario, a business requires a message template to initiate the conversation with the users.

How are the Conversations in WhatsApp Business API charged?

User-Initiated Conversation

Scenario 1: Your business can reply to the user's message in a 24-hour window

There are no charges for the user-initiated messages if you reply in the required session. Also, there are no limits on the number of messages you send on the same thread. With this, your business can follow up with customer inquiries promptly. Plus, as a head-start, your business will also be scalable enough to resolve as many tickets as possible in a 24-hour window.

After the session time is over, sending messages to your customers will incur costs. The new price will be countable for new conversations established (if not replied to the same thread).

For messages after the session, you will be required to use message templates to send messages to customers. And it will be charged as a business-initiated conversation. As a result, your business will only pay for one-user-initiated conversation.

Scenario 2: Your Company's support team finds out that the resolution will need multiple 24-hour conversation sessions.

As soon as the initial 24-hour customer conversation session expires here, you may not be able to provide the proper resolution to the customer. So, after it, you can continue to reply to the user anytime as long as it has not been 24 hours since the last user's reply.

Here, you have to pay for two user-initiated conversations.

Scenario 3: Your customer purchased a product from you. First, she wants to enquire about the delivery. Next, you send her a message after the delivery saying, "your order has been delivered."

The first scenario, where the user is reaching out to your business for their inquiry- it's a user-initiated message. So, here, the same (above-discussed) rules apply.

In the second scenario, where you send a message template with the information that "your product is delivered,"- it's a business-initiated conversation.

So, as you will reply after the 24-hour window, it results in a business-initiated conversation charge. Therefore, here you pay for one user-imitated and one-business-initiated conversation.

Business Initiated Conversation

Scenario 1: Your business initiates the message- "delivery of the products."

It is directly a business-initiated conversation as you attempt to inform the user that the products are delivered. Now, you also want to share a form for feedback (in a 24-hour window).

In this scenario, you will only be charged for one business-initiated conversation to deliver two or more message templates within the same 24-hour window conversation.

6. Use the Instagram API to broaden your Audience's Reach

It seems like every other person has an Instagram account these days. It is because they communicate with their audience in creative and innovative ways that they have gained a large number of followers. These users can ultimately assist you in increasing your follower count by disclosing your business profile to the general public.

Scenario 2: Your business sends a message to get a user reply for future instances.

Here, you as a business will be first attempting to establish the conversation- so it's a business-initiated conversation. With this message template, you ask your customer about their choice to receive notifications for their order.

Here, the customer selects yes to opt-in the additional information for their order.

Here, you only pay for a single business-initiated conversation. Thus, if the customer doesn't reply in that 24-hour reply window, the next message would be considered user-initiated.

So, why not build relationships with the customers from today? Start with WhatsApp Business API now and reap its benefits all along with your business growth.

For more information: check our Pricing here