Question 1

How does WhatsApp Messaging work?

Accepted Answer

Meta pricing is message based and you will only be billed for outgoing template messages. All incoming customer messages are completely free.

Question 2

What affects your WhatsApp pricing?

Accepted Answer

Pricing is determined by template categories, recipient country and monthly message volumes. Higher message volumes may qualify for tiered pricing discounts. Only delivered messages are billed and count towards message volumes.

Question 3

Understanding the 24-hour customer service window

Accepted Answer

When a customer messages your business, a 24-hour customer service window opens or refreshes. During this active window:Free-form messages are allowedUtility templates are freeBusinesses can continue customer support conversationsOnce the window closes:Only template messages can be sentAll template messages become chargeable

Question 4

What messages are free vs. charged?

Accepted Answer

Incoming user messagesAlways freeNever chargedUtility templatesIn 24-hour window – Free (user-initiated)Outside 24-hour window – ChargedMarketing templatesAlways chargedBilled per delivered messageAuthentication templatesAlways chargedBilled per delivered message

Message Pricing Calculator

WhatsApp Business Pricing FAQ