The WhatsApp Business Platform empowers businesses to create tailored communication experiences that align with their goals. Utilize the WhatsApp Business Platform Cloud API, hosted by Meta, to engage with customers in a straightforward, secure, and dependable manner. This platform allows businesses to connect thousands of agents and bots, enabling automated customer interactions.

With the WhatsApp Business Platform Cloud API hosted by Meta, you can craft personalized messaging experiences on WhatsApp and communicate with customers efficiently. The WhatsApp Business API integrates with your existing platform’s front-end, and Appzo TeamInbox serves as a seamless interface for sending and receiving WhatsApp messages, along with additional features.

By combining the WhatsApp Business Platform with Appzo TeamInbox, you can swiftly establish messaging experiences on WhatsApp to connect with customers. Improve customer satisfaction by addressing inquiries, providing information, tracking orders, resolving issues, offering technical support, and more. Deliver personalized service experiences tailored to individual needs through their preferred communication channel.

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WhatsApp conversations

Meta has introduced a new pricing model for WhatsApp conversations, where businesses are charged per conversation rather than per message. A conversation is defined as a 24-hour messaging window between a business and a customer, starting when a business responds to a user-initiated message.

24 hours = 1 conversation

Any messages exchanged between your business and the customer within this 24-hour period are considered part of a single conversation.

There are two types of WhatsApp business conversations, each with different charges:

1. Business-initiated conversations: These start when the business sends the first message.
2. User-initiated conversations: These begin when the business replies to a user message within the 24-hour window.

User-Initiated Conversations

Appzo Inbox supports only user-initiated conversations. A user-initiated conversation, also known as a service conversation, starts when a user or individual contacts the business. These interactions focus on providing assistance, information, or support related to a product or service.

When a business responds to a user-initiated message, a 24-hour customer service window opens. All messages exchanged between the customer and the business within this window are considered part of a single conversation.

After the 24-hour service window expires, a new conversation must be initiated by the customer to start a new service window, which will be charged as a new conversation.

For more information, Learn more

How Are These Conversations Charged?

As a business, you can respond to user-initiated conversations with people in any country, but charges vary by location. The cost for user-initiated conversations depends on the country or region of the end user—the customer you are communicating with. Refer to this page for the country-wise cost per conversation for service conversations in Appzo Inbox.

Conversation Duration

• 24-Hour Service Window: When a customer messages you, a 24-hour timer, called a customer service window, starts. During this window, you can send free-form messages to your customer.
• Free Tier Conversation: Each WhatsApp Business Account receives 1000 free service conversations per month across all business phone numbers. This number resets at the beginning of each month based on the WhatsApp Business Account's time zone.

Instant Messaging Credits

With WhatsApp's latest conversation-based pricing model, customers need to purchase IM Credits to use business conversations.

IM Credits Wallet: This option handles messaging charges on platforms like WhatsApp. Users can check their available balance and purchase credits. Each WhatsApp conversation deducts a specific amount from the available credits, plus a 3% service fee.

Region-Based Pricing: The cost of each WhatsApp conversation varies by the end user’s region. You will be prompted to replenish your balance as needed.

For the region-based pricing chart, Click here

Monthly Free Limit

Free Conversations: You get 1000 free conversations per month. If you stay within this limit, no IM Credits will be deducted.

Exceeding the Free Limitt: Once you surpass the 1000 free conversations, any additional conversations will start deducting from your IM Credits.

For example, if the end user initiates a 1001st conversation, the required credit will be deducted from your IM Credits.

For more details about the free limit and pricing, check out this page