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How is a Monthly Active User (MAU) Defined?

A unique MSISDN (Subscriber phone number) which has sent or received a WhatsApp message using the Sinch API within the calendar month. For ASP plans, the MAU count is across all their API's (Shared MAU). For the Direct Enterprise Plan, it's across that Enterprise's APIs.


How does MAU coverage work?

If the client's consumption, measured in MAU, exceeds a tier boundary, but it doesn't yet reach the next tier, then each additional MAU beyond the lower tier is counted as overage. For example, if a client consumes 30K MAU and this is between the lower tier and the middle tier, then they would pay the charge for the lower tier and a MAU overage charge (plus any applicable notification charges etc...).

The client will always pay the lower amount of (Next Higher Tier) OR (Lower Tier + Overage).


How does Sinch charge for customer care messages?

There are no further charges for customer care (session) messages. Each MAU covers UNLIMITED customer care messaging.


Does the client select a tier on the Direct Enterprise 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.


When are notification charges incurred?

Notification charges are incurred only when a business initiates a conversation outside of an active customer care window. In this scenario, the business MUST use a pre-defined message template. These charges are defined by WhatsApp: and are dependent on the notification volume from individual APIs to individual countries in a month. Volumes do not roll-up or aggregate in any scenario.


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

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Last update:
‎04-26-2021 02:30 AM
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