Sinch WhatsApp Business API Pricing - Frequently Asked Questions

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What are the key factors influencing WhatsApp price?

The offered price depends on the number of APIs you are using and the total messaging traffic you will process on a monthly basis. Also, using the WhatsApp service along with the Sinch SaaS solution, may affect your price.

Does the client select a tier on the Sinch WhatsApp Pricing Plan?

Yes, the client selects a tier, but they may change this as often as they wish. The new tier selection will be activated at the start of the next month's billing cycle.

How does Sinch charge for customer care messages?

When your customer sends a message to you for any inquiry, these messages are not charged. Assuming there is no active conversation in progress, sending your new response to the customer will trigger a new user-initiated conversation; you will be billed for this conversation once your response is delivered. Thereafter, you will have 24 hours to send additional messages to this customer without incurring additional cost.

Note: Beginning June 1, 2023, the user-initiated conversation category will be reclassified as the service conversation category. You are only able to send non-templated messages during a service conversation, as a templated message will begin a conversation in the corresponding business category (Utility, Authentication, or Marketing). A service conversation will still last 24 hours.

What is a Business Initiated Conversation?

If there is no active customer service window (i.e., a customer hasn't sent a message to create the customer service window) and no conversation sessions in progress, a business can send a message to an end-user using a template message. Once this message is delivered, a business-initiated conversation, which lasts 24 hours, begins. Facebook charges for the first message that initiates the conversation at the business-initiated conversation rate. Any new messages that the business sends to the same end-user during the 24-hour period do not incur additional charges, regardless of whether or not the end-user replies. The business can send as many messages to the end-user as desired during this 24-hour period.

Note: Beginning June 1, 2023, the business-initiated conversation category will be split into three new categories (each with their own pricing structure): Utility, Authentication, and Marketing conversations. Any new conversations that would have previously been categorized as business-initiated will instead be assigned to one of the new categories, and you will be charged accordingly. These conversations will still last 24 hours.

What is a User Initiated Conversation?

If there is an active customer service window (i.e., a customer has sent a message and created a customer service window) and no conversation sessions in progress, a business can send a response to that end-user. Once this message is delivered, a user-initiated conversation, which lasts 24 hours, begins. Facebook charges for the first response (sent by the business) that initiates the conversation at the user-initiated conversation rate. Any new messages that the business sends to the same end-user during the 24-hour period do not incur additional charges, regardless of whether or not the end-user sends additional replies. The business can send as many messages to the end-user as desired during this 24-hour period.

Note: Beginning June 1, 2023, the user-initiated conversation category will be reclassified as the service conversation category. You are only able to send non-templated messages during a service conversation, as a templated message will begin a conversation in the corresponding business category (Utility, Authentication, or Marketing). A service conversation will still last 24 hours.

What does "Included Template Message Definitions" Mean?

See our article on including template message definitions for more information.

Click here for more information about the Sinch WhatsApp Business API.