At Chatveda, our mission is to empower businesses by harnessing the potential of conversational AI. As a proud user of Meta's WhatsApp Business API, we are excited to share the latest updates regarding WhatsApp's conversation rates.
These changes, effective from today (June 1, 2023), are designed to revolutionize the way businesses communicate with their customers.
In this blog post, we will walk you through the enhanced conversation categories and rates, providing you with valuable insights to leverage the power of conversational AI and drive business growth.
Expanding Conversation Categories
To streamline pricing and ensure optimal communication, WhatsApp has expanded its conversation categories from two to four. Each conversation category is determined by the type of template used. Let's explore these categories:
Marketing Conversations:
Engage your customers through personalized promotions, offers, and informational updates. Marketing conversations are a fantastic way to pique interest and encourage customers to take action. They encompass any conversation that falls outside the utility or authentication category, allowing businesses to deliver targeted messages to their audience.
Utility Conversations:
Facilitate seamless and efficient transactions with your customers. Utility conversations are designed to address specific requests, provide transaction updates, and offer post-purchase notifications. By leveraging these conversations, businesses can optimize the customer experience and ensure smooth interactions throughout the buyer's journey.
Authentication Conversations:
Enhance security and protect user accounts by utilizing authentication conversations. This category enables businesses to verify users using one-time passcodes, such as during account verification, recovery, or integrity challenges. By incorporating authentication conversations, you can instill confidence in your customers and safeguard their sensitive information.
Service Conversations:
Deliver exceptional customer support and resolve inquiries effectively through service conversations. These conversations are initiated by your customers, allowing you to address their questions, concerns, or issues promptly. By prioritizing service conversations, businesses can build strong relationships and foster customer loyalty.
New Conversation Rates
From June 1, 2023, WhatsApp will implement new conversation rates for all four categories mentioned above. It's important to note that multiple conversation windows can be open with the same user.
Whenever a template is delivered, it will open a new conversation of the corresponding category, unless a conversation of the same category is already in progress.
For example, if you send a marketing template during an ongoing utility conversation, it will open a separate marketing conversation. This also applies to service conversations, even when using a template to reply to a user's initial message.
Rates by conversation category are available in Meta's pricing documentation. You can check it out here.
Changes to the Free Tier
As part of these updates, the free tier will also be modified. Business-initiated conversations will no longer be included in the free tier. However, the first 1000 user-initiated (service) conversations per WhatsApp Business API (WABA) each month will remain free.
This means that conversation charges will only apply starting from conversation number 1001. Additionally, as of March 1, 2023, the free conversation window has been extended from 1 to 3 days (72 hours) when a conversation starts from Ads that Click to WhatsApp.
Conclusion
With these exciting changes to WhatsApp's conversation rates, Chatveda is committed to helping businesses unlock the full potential of conversational AI. The expanded conversation categories and new rates enable businesses to deliver personalized experiences, facilitate seamless transactions, ensure account security, and provide outstanding customer support. As a trusted partner in your growth journey, we are here to assist you every step of the way. If you have any questions or require further guidance, please don't hesitate to reach out to our dedicated support team. Together, let's revolutionize customer communication with the power of conversational AI.
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