From July 1, 2025, WhatsApp is changing the way it charges businesses. Whether you’re using chatbots, broadcasts, or automated flows through Wabotick, here’s everything you need to know — in plain language.
📌 What Is Changing?
❌ Old Model: Conversation-Based Billing (24-hour window)
- You were charged once per 24-hour conversation window, no matter how many messages were sent.
✅ New Model: Per-Message Billing for Templates
- WhatsApp will now charge per template message sent, not per 24-hour session.
- The cost depends on:
- Type of template (Utility, Marketing, Authentication)
- Country of the recipient
🆓 What Is Still Free?
If a customer sends you a message first (called Customer Service Window / CSW or User Initiated Message) you can reply for free using:
- ✅ Plain text
- ✅ Image or video
- ✅ Documents
- ✅ CTA buttons (Call, Website)
- ✅ List messages or reply buttons
- ✅ AI Reply
- ✅ User Input Flow
- ✅ WhatsApp Flow Form
🔒 But if you use a template message (even inside this 24-hour CSW), you will be charged.
💬 Understanding Templates vs. Free Messages
| Type of Message | Free or Paid | When Is It Free? |
|---|---|---|
| Free-form message (text, image, etc.) | ✅ Free | Inside 24-hour CSW (after customer replies) |
| Template message (utility/marketing) | 💲 Paid | Always charged, regardless of CSW status |
| Message outside 24-hour window | 💲 Paid | You can only send templates in this case |
🤖 Real-Life Examples Using Wabotick
🟢 Scenario 1 – Free Chatbot Response
8:00 AM: Customer messages your business: “I want to know about your services.”
- ✅ A 24-hour CSW (Customer Service Window or User Initiated Message) starts.
- 🤖 Your chatbot replies with a free-form message: “Here’s our service list with links and images.” → FREE
- ✅ No template used = No charge.
🔴 Scenario 2 – Template Inside CSW (Customer Service Window or User Initiated Message)
8:10 AM: You send a marketing template through your chatbot:
“🎉 Get 20% off on all products today!”
- ❌ Even though the CSW is open → CHARGED
- Because it’s a template, Meta charges per template message.
🟠 Scenario 3 – Utility Template Without Customer Reply
8:00 AM: You send a utility template: “🧾 Your invoice for Order #1023 is attached.”
11:00 AM: You send another utility template: “📦 Your order has been shipped.”
- ❌ Customer has not replied = CSW (Customer Service Window or User Initiated Message) is NOT open.
- 💲 Both templates message are charged individually.
🧠 So, What’s the Strategy Now?
- Avoid templates inside CSW (Customer Service Window or User Initiated Message) when a free-form reply is possible.
- Use templates smartly — only for alerts, updates or promotions.
- Encourage customers to message first to open a CSW (Customer Service Window or User Initiated Message) and reduce costs.
- Use Wabotick’s 24-Hour Reply Flow or Click-to-WhatsApp Ads to open a free messaging window.
🛠 How Wabotick Helps You Save
- ✅ Smart chatbot replies using free-form content
- ✅ 24-Hour Broadcast Mode for sending Promotion message (Non Template Message) without extra costs
- ✅ Template categorization (Utility vs. Marketing)
- ✅ Tracking of which messages are free or paid
🔍 Summary for Easy to Understand
| Do this | Cost |
|---|---|
| Replying to a customer within 24 hours using text/image | Free ✅ |
| Sending a template (even inside 24-hour CSW) | Paid 💲 |
| Sending anything outside 24-hour CSW | Paid 💲 |
| Get customers to message you first | Saves cost ✅ |
📞 Need Help with Templates or Strategy?
Team Wabotick is here to:
- Set up your automations correctly
- Categorize your templates to avoid extra costs
- Build cost-effective chatbot flows
📲 Contact us via WhatsApp or visit app.wabotick.com to get started.
in India.