![]() □ Keep in mind that the free 1,000 doesn’t take phone numbers into consideration. These free conversations include both customer- and business-initiated conversations. The first 1,000 conversations per registered WhatsApp Business Account are free! This means that businesses just starting out can start setting up and building out their messaging strategy before they have to pay anything. Remember that a business-initiated conversation is charged from the moment you send a message, whether a customer messaged you 25 hours ago or 2 weeks ago.īefore we go into the costs, let’s talk about an added benefit applied to WhatsApp Business Accounts: □ You won’t incur double costs if your first response to an inquiry is after 24 hours. However, a few hours after that initial session expired, you initiated a new conversation (thus, a new 24-hour session). Why? Well, when you responded to the initial customer request, you were able to resolve it within the first 24-hour session. In this situation, you will be charged for one (1) user-initiated conversation and one (1) business-initiated conversation. This outgoing notification initiates a new 24-hour session. On Tuesday afternoon, your business sends the same customer a delivery update using a message template. The customer is satisfied with the response and the session expires after 24 hours. An agent replies, starting a 24-hour session, and provides a status update. Imagine a customer sends you a message on a Monday morning, requesting a status update on an order. This type of conversation is slightly more complex, but we’ll walk you through it. ![]() Unless of course you have auto-replies set up: if an auto-reply is sent to an incoming spam message, you will be charged for a user initiated conversation. This is true for both customer and spam messages. If you don’t respond to the incoming message, no session is opened and there is no charge. □ To be clear, the conversation starts when you respond to a customer inquiry. Why? Because you were able to resolve a conversation within the 24-hour window. In this situation, you will be charged for one (1) user-initiated conversation. The customer is satisfied with your agent’s response and ends the conversation. Turns out, the customer had been looking in the wrong section for the product. Their response initiates the 24-hour session. An hour later, one of your agents replies with a link to the product. Imagine a customer sends your business a message because they are looking for a product but can’t find it in the store. User-Initiated ConversationsĬonversations started by customers fall under this type. Pricing in the new model is determined based on which type of conversation it is, either user- or business-initiated. This can either be a proactive business-initiated message or a reply to a user-initiated message. What is a conversation?Ī conversation is simply a fixed 24-hour session that is initiated when the business sends a message. Meaning that businesses will now be charged per 24-hour session (i.e., conversation) rather than for notifications sent. This model assumes that customer service requests can be resolved within a 24-hour session. It’s an outcome based model that focuses on how the API is being used in customer service situations. WhatsApp will move from its current notification-based pricing model to a conversation-based pricing model.
0 Comments
Leave a Reply. |
Details
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |