Table of Contents

2. WhatsApp Integration FAQ's

Enrico Updated by Enrico

What is a “conversation”?

A WhatsApp conversation consists of messages exchanged between you and your customers. They fall into two categories that are priced differently:

  • User-initiated: A conversation that initiates in response to a user message. Whenever a business replies to a user within the 24 hour customer service window, that message will be associated with a user-initiated conversation. Businesses can send free-form messages within this 24 hour customer service window.
  • Business-initiated: A conversation that initiates from a business sending a user a message outside the 24 hour customer service window. Messages that initiate a business-initiated conversation will require a message template.

All conversations are measured in fixed 24-hour sessions. A conversation starts when the first business message in a conversation is delivered, either initiated by the business or in reply to a user message. Businesses and users can exchange any number of messages, including template messages, within a 24 hour conversation session without incurring additional charges. Each 24 hour conversation session results in a single charge.

Charges for conversations are based on the user’s country code. A user here is defined as the customer that your business is communicating with. Rates for business-initiated and user-initiated conversations vary by country or region.

How will we charge for conversations?

Facebook applies charges per conversation that are based on the end user’s phone number and rates vary by market. Click here for details.

  • Landbot applies a fixed fee on top of Facebook’s.
  • The first 1,000 conversations each month are free, and any customer with more than 1,000 conversations per month will incur additional fees.

Check Facebook’s pricing documentation here.

About the 1000 free conversations

The free conversations are applied at the WhatsApp Business Account (WABA) level. This includes both user-initiated and business-initiated conversations. These conversations are not cumulative, they are renewed every month.

Do the free conversations from Ads that Click to WhatsApp count toward a business 1,000 free conversations each month?

No, the 1,000 free conversations is in addition to any free conversations from Ads that Click to WhatsApp. Learn more about Click to WhatsApp ads here.

If the business doesn't respond to a user message, will the business be charged for that conversation?

No. The user-initiated conversation only starts when the business responds to the user message. Further details here.

How does billing work if I have a yearly plan?

As a yearly plan customer, as always, you will be charged for the extra chat volume on a monthly basis. This means that, starting from March, the new pricing will be applied as well to your subscription when it comes to calculate your extra volume charge.

New BSP partner - 360Dialog

As you know, we currently provide the WhatsApp Business API integration through our partner Zendesk, a Business Solution Provider of Facebook. This is going to change as our platform now integrates with 360Dialog, a level-1 BSP from Germany.

Why the change?

Why are we changing to a different provider? There are three main reasons:

  1. Being able to lower our prices and offer a competitive, best-in-class automation solution on top of your WhatsApp integration. .
  2. Providing you with the latest WhatsApp features available, as soon as possible.
  3. Streamline the number request and integration process.
When will it happen?

We will start migrating our WhatsApp customers to our new partner 360Dialog on March 1st, 2021. The exact date will be agreed between you and us to guarantee a minimum impact in your current operations.

What do I need to do?

Nothing yet! We’ll reach out to you with more information in the upcoming weeks.

How did we do?

1. WhatsApp Article Directory

Customize and embed your WhatsApp Widget

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