WhatsApp Business API (WABA) Pricing Changes – November 1, 2024

1. What is changing with WABA pricing starting November 1, 2024?

Starting November 1, 2024, service conversations will be free for all businesses. The previous cap on free service conversations (1,000 free sessions per month / based on Omnichannel plan) will be removed, and businesses will have unlimited service conversations without any charges.

2. What are service conversations?

Service conversations are interactions initiated between a business and a user where a customer service window is opened. While the customer service window is 24-hour period from last customer's messages. Once the window is open, businesses can send any type of message (not limited to template messages) to the user within a 24-hour period.

3. Will businesses still need a customer service window to send non-template messages?

Yes, a customer service window must be opened before a business can send non-template messages to the user. The window is typically opened whenever a user sends any messages to the business.

4. What happens if a conversation is opened before November 1 but delivered after November 1, 2024?

If a conversation is opened by a business before November 1, 2024, but the message is delivered after this date, the conversation will still be charged under the old pricing model.

5. Does this change affect Qiscus Omnichannel’s free session availability?

Yes, starting November 1, 2024, the free session limit in Qiscus Omnichannel will no longer apply. Service conversations will now be unlimited for all businesses, as they are free under the new pricing model.

6. Will Admins or Agents in Qiscus Omnichannel still need to click the "Start Chat" button?

Yes, it will open service conversation but free of charge.

7. Are there any limits to the number of free service conversations?

No, the free tier conversations are unlimited as of November 1, 2024.

8. Will there be any future pricing changes after November 1, 2024?

• Effective November 1, 2024 — Meta is making service conversations free.
• Effective February 1, 2025* — Meta will expand authentication-international rates to 7 additional markets across APAC and EMEA.
• Effective April 1, 2025* — Meta is making utility templates free within the 24-hour customer service window.
• Starting April 1, 2025* — Meta will charge per message for template messages instead of per conversation.

*Details for any future changes will be announced later.

Please feel free to contact us if you need any more help.