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Category: Whatsapp Business Platform

  • WhatsApp Pricing Update – 2024/2025 Timeline: What It Means for Businesses

    Meta is updating WhatsApp Business Platform pricing and services, which will impact your usage starting in the coming months. Please review the details below to stay informed about the latest changes.

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    WhatsApp Pricing Update – 2024/2025 Timeline: What It Means for Businesses

    Meta is updating WhatsApp Business Platform pricing and services, which will impact your usage starting in the coming months. Please review the details below to stay informed about the latest changes.

    Effective Changes in Meta’s Pricing and Services:

    Utility Rate Reductions (Effective August 1, 2024)

    Meta has lowered utility rates across most regions to remain competitive with alternative channels. This move is intended to encourage businesses to bring more post-purchase customer journeys to WhatsApp, helping improve customer engagement. Please refer to the updated rate card for more details.

    Marketing Rate Updates (Effective October 1, 2024)

    Meta has adjusted marketing rates in specific markets, with increases in UAE, Saudi Arabia, and India, and a decrease in the UK. Moving forward, marketing rates may be updated on a quarterly basis, with approximately 30 days’ notice provided. Please refer to the updated rate card for more details.

    Service Conversations are Now Free (Effective November 1, 2024)

    Meta has introduced a significant change by making service conversations free to help businesses maintain connections with their customers on WhatsApp. Additionally, utility rates for the ‘Rest of Africa’ region have been lowered. Please refer to the updated rate card for full details. Service conversations in the free tier will no longer be capped at 1,000 effective November 1, 2024

    Expanded Global Reach for Authentication Messages and Changes to Authentication rates (Effective February 1, 2025)

    Starting February 1, 2025, international authentication rates will apply in seven additional markets: Egypt, Malaysia, Nigeria, Pakistan, Saudi Arabia, South Africa, and the UAE. In addition, authentication rates in these regions will be lowered. Authentication conversations across India, Indonesia, and the new seven markets will be counted to determine eligibility for international authentication rates starting January 1, 2025. Learn more about Authentication International rates here.

    Upcoming Changes to WhatsApp Business Pricing:

    1. Switch from Per-Conversation to Per-Message Pricing (Effective July 1, 2025)

    Meta will transition from per-conversation to per-message pricing model starting July 1, 2025. This change is designed to provide businesses with a simplified way to compare ROI across different communication channels.

    With this pricing model, charges will be incurred:

    • Per message for each marketing template
    • Per message for each authentication template
    • Per message for each utility template sent outside of a customer service window

    Meta will maintain the same pricing for per-conversation as per-message, according to the ​most recent rate cards. Check out the pricing here.

    What’s changing in Digital Connect dashboard:

    eOcean will be updating the Insights section for WhatsApp Conversations page in your Digital Connect account to reflect the new per message pricing model. We will reach out to you via email to inform you of the applied changes.

    2. Utility Templates within the Customer Service Window Will Become Free (Effective July 1, 2025)

    Meta has decided to make utility templates sent within the 24-hour customer service window free for all businesses. These templates include account updates, order management, delivery and service updates, and feedback collection. Templates sent outside the customer service window will continue to be charged at the utility rate.

    This is a great opportunity for businesses to send transactional alerts at no cost, within the free service window.

    Important Notes:

    • No Change in Free Entry Point Conversations: No change in free entry point conversations, except they will reflect ‘messages’ instead of ‘conversations’.
    • Billing Process: All charges will continue to be passed through eOcean and invoiced monthly.

    How does this impact my business use case?

    This pricing change can impact your business use case depending on your messaging behavior. Below are some examples of how this can impact your business:

    • Frequent marketing or authentication notifications using template messages: If you are sending multiple template messages for marketing or authentication use cases, you will now incur a separate charge from WhatsApp for each template message sent.
    • Initiating conversations with utility messages: If you send messages using utility templates without the user first reaching out to you, you will be charged per template message.
    • Customer support: If you are responding to incoming user-initiated (Service conversations) messages with a non-templated or utility template message, these messages will no longer incur any Meta charges.

    Please review these updates carefully to ensure you understand the changes and can adjust your WhatsApp Business messaging strategy accordingly.

    For full details on this pricing change, see Meta’s Developer Documentation here.

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  • Media messages a business can receive on WhatsApp

    E Ocean WhatsApp API supports sending and receiving media messages with WhatsApp users. Please note that a WhatsApp media message can only contain one media attachment. Any Any additional attachments will be ignored.

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    Maximum size for the various media message types which a business can receive on WhatsApp?

    E Ocean WhatsApp API supports sending and receiving media messages with WhatsApp users. Please note that a WhatsApp media message can only contain one media attachment. Any Any additional attachments will be ignored.

    WhatsApp supports the following limits per media type:

    Images: 5MB

    Documents: 100MB

    Audio: 16MB

    Sticker: 100KB

    Video: 16MB

    E Ocean is bound to comply with WhatsApp server requirements and to ensure that all media callbacks are within the limits stated above when delivering to the business.

    For more information, click here.

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  • How WhatsApp messaging limits work

    Messaging limits determine the maximum number of business-initiated conversations each phone number can start in a rolling 24-hour period. These limits do not apply to user-initiated conversations.

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    How do WhatsApp messaging limits work?

    Messaging limits determine the maximum number of business-initiated conversations each phone number can start in a rolling 24-hour period. These limits do not apply to user-initiated conversations.

    The messaging limit tiers determine how many users you can send templates to on a daily basis. This includes new conversations as well as existing conversations with users.

    There are four messaging limit tiers:

    • Tier 1: 1K business-initiated conversations with unique customers in a rolling 24-hour period.
    • Tier 2: 10K business-initiated conversations with unique customers in a rolling 24-hour period.
    • Tier 3: 100K business-initiated conversations with unique customers in a rolling 24-hour period.
    • Tier 4: An unlimited number of business-initiated conversations in a rolling 24-hour period.

    A business starts in Tier 1 when it registers its phone number. You can send any number of messages within 24-hour period to a customer who has interacted with you on WhatsApp.

    Messaging limits are increased or decreased automatically based on your phone number status, phone number quality rating, and how often you initiate conversations with unique customers.

    How do I increase my messaging limit?

    Each time you initiate a new conversation with a unique customer we will determine if your limit should be increased. This determination is based on the following criteria:

    • your phone number status is Connected
    • your phone number quality rating is Medium or High
    • you have been at your current messaging limit for at least 48 hours
    • in the last 7 days you have initiated X or more conversations with unique customers, where X is your current messaging limit divided by 2

    If you meet all conditions, Your messaging limit will increase by one level in 24 hours.

    Messaging limit increased from 1K to 10K in 2 days:

    Day 1 Day 2 Day 3 Day 4 Day 5
    Business-initiated conversations (new) 500 500
    Business-initiated conversations in last 7 days 500* 1000
    Messaging limit 1K 10K

    * If the 500th conversation is initiated at 3pm (for example), the messaging limit is increased at 3pm the following day (i.e. 24 hours later).

    Messaging limit increased from 1K to 10K in 4 days:

    Day 1 Day 2 Day 3 Day 4 Day 5
    Business-initiated conversations (new) 100 200 200 300
    Business-initiated conversations in last 7 days 100 300 500* 800
    Messaging limit 1K 1K 1K 10K

    * If the 500th conversation is initiated at 7pm (for example), the messaging limit is increased at 7pm the following day (i.e. 24 hours later).

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  • Updates – WhatsApp Business Conversation

    Starting November 1, 2024, Meta is simplifying and reducing WhatsApp Business Platform fees to help businesses connect with customers more affordably and efficiently.

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    Updates on WhatsApp Business Conversation pricing: Effective Nov 01, 2024

    Starting November 1, 2024, Meta is simplifying and reducing WhatsApp Business Platform fees to help businesses connect with customers more affordably and efficiently.

    Key Highlights of Meta’s New Pricing Structure

    Starting November 1, 2024, Meta is excited to announce that service conversations will be completely free! Businesses can now respond to an unlimited number of inbound inquiries at no cost, as long as the customer initiates the conversation within a 24-hour window.

    Previously capped at 1,000 free service conversations per month, this change offers businesses the freedom to scale support without additional charges. This flexibility is especially beneficial during peak seasons or promotions, allowing you to enhance customer service without worrying about rising costs. Seize this opportunity to provide responsive and accessible support at no extra expense!

    Example of a Service Conversation

    • Hour 0: A WhatsApp user messages you outside of your business hours. This opens a customer service window, so you are now able to send any type of message to the user for 24 hours, not just template messages.
    • Hour 0: Your bot automatically responds with a text message informing the user that a customer service agent will respond by 9am the next day.
    • Hour 12: A customer service agent responds to the user with a text message.

    What to Expect in the Upcoming Months

    • February 1, 2025: New international authentication rates will roll out across seven additional markets, coupled with reduced rates in existing markets.
    • April 1, 2025: Utility templates will be available for free within the 24-hour customer service window, and businesses will shift to a per-template message charge instead of the previous per-conversation model.
    • July 1, 2025:strong> All businesses will be charged per message for template message as part of the second phase rollout.

    Per-Message Pricing

    With per-message pricing from April 1, 2025, businesses will be charged:

    • Per message for each marketing template
    • Per message for each authentication template
    • Per message for each utility template sent outside of a customer service window

    For example, if you send a marketing template and then two utility templates to a WhatsApp user, that will incur 3 charges (1 marketing, 2 utility). If the 2 utility templates are sent while a customer service window is open between you and the user, however, it would only incur a single charge (1 marketing).

    Customer Service window

    Whenever a WhatsApp user messages your business, a 24-hour timer called a customer service window starts (or refreshes if one has already been started). When a free-form message is delivered by the business in response, with no open conversation of any other category open between your business and that user, a service conversation is opened.

    Conversation types and how they apply to your pricing

    Businesses can initiate a conversation using a template message outside the customer service window. The category of the template message used will define the conversation type.

    Marketing, utility, and authentication conversations can only be opened with template messages. Service conversations can only be opened with free-form messages.

    Four Conversation Types

    There are three business-initiated conversation types (all of which require customer opt in) and user- initiated conversation are renamed to align with the primary ways businesses and people are messaging on Whats App. The new conversation type is determined by the template category of the message used to initiate the conversation. WhatsApp divides template categories into 4 types:

    Utility – Business-initiated conversations relating to a transaction, including post-purchase notifications and recurring billing statements to customers who have opted in.

    Authentication – Business-initiated conversations that enable businesses to authenticate users with one-time passwords at multiple steps during the login process, such as account registration, account recovery, and integrity challenges.

    Marketing – Business-initiated conversations to market a product or service to customers, such as relevant offers to customers who have opted in. Any business-initiated conversation that does not qualify as an authentication or utility conversation would also fall under this category.

    Service – User-initiated conversation, such as to resolve a customer query.

    How is the 24-hour customer service window applied for each template category?

    Conversation charges are based on template category. Each template category will start and have its own separate 24-hour conversation window and incur separate charges. For example, if a business sends a customer a utility message, they will be charged the utility conversation fee, but if 4 hours later, they send the customer a marketing message, they will also be charged the marketing conversation fee, and start a separate 24-hour window for marketing messages. However, if they send additional utility messages, they will not be charged again until 24 hours have passed and a new 24-hour window begins.

    The exception to this is free entry point conversations. During the free window, businesses can send multiple templates of different categories, and no new conversation will be opened.

    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 different conversation types based on template category vary by country or region.

    Pricing calculator for utility, marketing and authentication conversations: Effective Nov 01, 2024

    Utilize our Pricing Calculator to choose your specific market and conversation type, enabling you to accurately determine the WhatsApp conversation fees applicable to your business.

    Free Entry Point Conversations

    Conversations are not charged when users message businesses using call-to-actions buttons on Ads that Click to WhatsApp or Facebook Page call-to-action buttons.

    With the launch of per-message pricing, free entry point conversations will behave the same but reflect messages instead of conversations. If a WhatsApp user messages you via a free entry point surface, you can respond with any type of message for free within 24 hours; this opens a free entry point customer service window that lasts 72 hours. You can continue to message the user using any type of message while this window is open, at no charge.

    Standard pricing applies for Ads that Click to WhatsApp. The conversation that initiates from the ad is free, but not the ad itself.

    Free Utility Templates in the Customer Service Window

    Starting April 1, 2025, utility templates sent within a customer service window are free for all businesses. Utility templates sent outside a customer service window will continue to be charged the utility rate.

    Example

    If a WhatsApp user sends you a message asking when the package they ordered will be delivered, you can respond within the customer service window with a text message or utility template message, and neither incurs a charge.

    To learn more about Conversation pricing updates , see Meta’s pricing documentation here.

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  • Template Messages on WhatsApp Business Platform

    A business initiated conversation with your customers must use a template message, once they have opted-in and given you the permission to send them messages. Templates must be approved by WhatsApp before you can use them to send notifications.

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    Template Messages on WhatsApp Business Platform

    A business initiated conversation with your customers must use a template message, once they have opted-in and given you the permission to send them messages. Templates must be approved by WhatsApp before you can use them to send notifications.

    Think of your template message as a conversation starter; the goal is to convert this initial message into a two-way conversation when the customer replies. Two-way conversations are considered higher value because you are engaging with your customer. In addition, they reduce your spend because WhatsApp does not charge for outbound messages within the 24-hour session.

    Template messages are dynamic messages that contain variables inside double curly braces () when the message is sent. In the example below, numbers indicate variables that are automatically filled in from your database.

    Template Message should be submitted as follows:

    Name: account_registration

    Hi 1! Your login code for 2 is 3.

    Your customer will receive:

    Hi Sara! Your login code for EOcean is 6545.

    Template messages are used for the following reasons:

    1. Initiate new conversations with customers
    2. Send broadcasts
    3. Restart the session after the 24-hours have expired

    Once the customer replies, a session is started and businesses can begin communicating with their customers on WhatsApp during the session.

    What are the different categories of template messages?

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  • Facebook Business Manager ID

    WhatsApp requires a Facebook Business Manager ID as part of the application process for a WhatsApp Business Account. Without a valid Facebook Business Manager ID, WhatsApp will not approve your Business Account application.

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    Why do I need a Facebook Business Manager ID when I apply for a WhatsApp Business Platform Account?

    WhatsApp requires a Facebook Business Manager ID as part of the application process for a WhatsApp Business Account. Without a valid Facebook Business Manager ID, WhatsApp will not approve your Business Account application.

    Facebook Business Manager ID is a 16-digit number that uniquely identifies your business with Facebook.

    How to find your Facebook Business Manager ID:

    • Log into your Facebook Business Manager account
    • Go to Business Settings
    • Click Business Info
    • Below Business Manager info, you will see your Facebook Business Manager ID

    How to create your new Facebook Business Manager account?

    If your company does not already have a Facebook Business Manager account, you can create a new one by following the steps below.

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  • get your business verified on Facebook

    Business Verification allows you to verify that a Facebook Business Manager account is owned by an authentic business. Facebook Business Verification is mandatory for you to get approved for WhatsApp Business API.

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    How to get your business verified on Facebook?

    Business Verification allows you to verify that a Facebook Business Manager account is owned by an authentic business. Facebook Business Verification is mandatory for you to get approved for WhatsApp Business API.

    We have compiled this article to help you get through this process smoothly. Learn more about business verification here.

    To apply for Facebook Business Verification, you need to submit valid documents that support the registered business’ legal name, address and phone number. Facebook cross checks with the respective authorities records to validate any information you submit to them. Hence, it is absolutely essential to submit the most up-to-date and correct documents because any discrepancy can lead to rejection or further questions.

    The ‘Start Verification’ button in your business verification section will be greyed out unless your business needs access to certain features. If the ‘Start Verification’ button is greyed out, please contact our team for assistance.

    We will help you to unlock it and you can continue with the sending of the required documentation from the Security Center of your Facebook Business Manager account.

    Now, let’s watch our video tutorial to go through the steps required to submit the application for verifying your business.

    Video Not Available

    A review of your application by Facebook usually takes about 3 business days but in some cases, it can take up-to a few weeks. If your application has been approved, you will receive a confirmation email. You can also check the status of your application in the Security Center.

    You may not receive a confirmation immediately. In case Facebook requires additional documentation, you will receive a notification about it. You will then need to respond to the same support ticket from Facebook and submit necessary documentation.

    What are the different categories of template messages?

    What you should do in case of a rejection?

    • Your verification can be rejected for a couple of reasons. You can always appeal to Facebook’s decision and submit the necessary information to complete your verification.
    • For your convenience, you can refer to the Facebook documentation for the top reasons why your Facebook Business Verification might be failing and what you can do to correct it. So before you appeal to Facebook, make sure to check it out so you know what to do for a successful Facebook Business Verification.
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  • Get an Official Business Account for WhatsApp

    The Green Tick next to a WhatsApp business name indicates that the entity has been approved as an Official Business Account. The business name will also be displayed in contacts, along with a green tick to show the business is verified.

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    How to get an Official Business Account (“Green tick”) for WhatsApp

    The Green Tick next to a WhatsApp business name indicates that the entity has been approved as an Official Business Account. The business name will also be displayed in contacts, along with a green tick to show the business is verified.

    Approval of your WhatsApp business account however does not automatically mean that you are an Offical Business Account and users will see a Green Tick next to your name. To become an Official Business Account you need to go through a second approval process and E ocean can help you apply for Green Tick.

    If your request is approved, your WhatsApp Business account will automatically be upgraded to an Official Business account and show a verified green tick right beside your profile picture

    This brings us to the next section – the different types of business accounts!

    Types of Business Accounts

    There are two types of WhatsApp business accounts:

    Name Description
    Official Business Account WhatsApp has verified that an authentic, notable brand owns this account.

    An official business account has a green checkmark badge in its profile and chat thread headers. The name of the business is visible even if the user hasn’t added the business to their address book.

    Very few businesses will be official business accounts.
    Business Account By default, any account using the WhatsApp Business API or WhatsApp Business App is a business account.

    WhatsApp verifies the authenticity of a brand for every account on the WhatsApp Business API.

    Eligibility criteria for a Green Tick on WhatsApp

    • You must be using WhatsApp API Approved Business Account
    • You must enable 2 Step Authentication
    • The facebook business verification should be completed on your FB Business Manager
    • Must be a business (Individuals are not allowed as of now)
    • Recommended you are in Tier 2 or above messaging level
    • Must be a notable and reputed brand

    How long does the Green Tick Application decision take?

    Green Tick application decision normally takes about 1-2 business days. In some cases, it may take up to a week.

    Which businesses are not eligible for WhatsApp Green Tick Verification?

    WhatsApp disallows certain business categories for WhatsApp API and hence for WhatsApp Green Tick Verification. Businesses dealing in the following products/services cannot be approved for using WhatsApp Business APIs:

    • Drugs
    • Tobacco Items
    • Gambling Businesses
    • Alcohol Brands
    • Weapons & Ammunition Businesses
    • Live Animals
    • Adult Product/Services
    • Medical & Healthcare Products
    • Dating Services
    • Cryptocurrencies

    To get the full list and updated details about WhatsApp’s prohibited categories, please refer to this article.

    Approval for a WhatsApp Verified Business Account is not guaranteed, and is subject to approval by WhatsApp. WhatsApp does not disclose their criteria for approving Official Business Accounts. To learn more, click here

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  • Eligibility requirements for a WhatsApp

    The WhatsApp Business Platform allows medium and large businesses to communicate with their customers at scale by integrating WhatsApp APIs to connect thousands of agents and bots to interact with customers programmatically and manually.

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    Eligibility requirements for a WhatsApp Business Platform account.

    The WhatsApp Business Platform allows medium and large businesses to communicate with their customers at scale by integrating WhatsApp APIs to connect thousands of agents and bots to interact with customers programmatically and manually.

    WhatsApp is a highly-regulated channel, and getting started requires documentation and approval from Facebook. The two main factors that WhatsApp takes into consideration are your business industry, and the types of message content you intend to send on WhatsApp.

    The following industries and types of content are not allowed on the WhatsApp Business Platform:

    • Independent software vendors
    • Software services
    • Real cash gaming (gambling)
    • Adult content
    • Alcohol/tobacco/drug-related products (including pharmaceuticals)
    • Weapons
    • Health care products/supplements
    • Other categories not conforming to WhatsApp or Facebook’s commerce and community standards

    The WhatsApp Commerce Policy provides a complete list of what is allowed and supported on the network. When you apply to use WhatsApp Business Platform, you’re agreeing to adhere to this policy.

    Types of Messages

    WhatsApp supports sending two types of messages.

    Business-initiated messages can only be sent to users who have opted-in. When sending notifications, you must use a previously approved template.

    Business-initiated messages are also called notifications or templated messages throughout the article.

    Information you’ll need to provide during the application process

    When you’re applying to use the WhatsApp Business Platform, you’ll need to provide information that you can prepare beforehand in order to speed up the process.

    • Valid website URL – Your website should provide a clear description of your business and products. Facebook page URLs are not accepted.
    • Industry and product/service details – A description of how you’ll be using the business solution and what industry your business operates in.
    • Business phone number – This is the phone number you want to use on the WhatsApp network. It can be a landline, mobile number, or toll-free number as long as the number has not previously been registered on the WhatsApp network.
    • Facebook Business Manager ID – Your Business Manager account will be used by WhatsApp to identify your business and to associate your phone numbers with your business.
    • Here’show you can find your Facebook Business Manager ID or create a new one if you don’t have a Facebook Business Manager account yet.
    • Verified business on Facebook – You are required to verify your business in Facebook Business Manager. You can read more about why this is necessary and how it works here.
    • Approval of E Ocean to send messages for you – You’ll need to approve E Ocean within Facebook Business to send messages via WhatsApp on your behalf. You’ll receive the request to approve E Ocean within your Facebook Business Manager account as soon as we submit your application on the WhatsApp Business Platform. To approve:
      • Log in to your Facebook Business Manager account and navigate to ‘Business Settings’, then click on ‘Requests’.
      • You’ll find our request in the ‘Received’ requests tab – click on ‘Approve’.
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  • different categories of template messages

    Your WhatsApp message templates must fall into one of the following categories. Templates that do not align clearly with these template types are more likely to be rejected by WhatsApp.

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    What are the different categories of template messages?

    Your WhatsApp message templates must fall into one of the following categories. Templates that do not align clearly with these template types are more likely to be rejected by WhatsApp.

    • Utility: Send account updates, order updates, alerts, and more to share important information.
      Example: Dear 1, You recently registered with us as a customer. Just letting you know that your account registration was successful. Thanks for joining!
    • Authentication:strong> Send codes that allow your customers to securely access their accounts and perform financial transactions.
      Example: Your login code for your account is 1.
    • Marketing: Send promotional offers, product announcements, and more to increase awareness and engagement. (always important to get explicit Opt-in from the customer first)

      Example: Hello 1. We have recently launched our new range of casual wear Shop now to avail 15% discount. Offer valid till 15th Oct.

    The numbers indicate variables that are automatically filled in from your database.

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