12 August 2025
Meta has rolled out a significant update to WhatsApp’s pricing model, effective July 1, 2025. This change reshapes how businesses are billed when sending messages through the WhatsApp Business Platform. With a shift from the familiar conversation-based model to one that charges per template message, the financial and strategic implications for businesses are considerable.
Below, we go over the key aspects of this change, why it matters, and how businesses can optimise their messaging strategies to stay efficient and cost-effective.
An Overview of the Latest Pricing Changes
Meta’s revised model replaces the 24-hour conversation-based pricing system with template message-based billing. This new approach impacts Marketing, Utility, and Authentication messages, which are now individually charged as they are sent, regardless of whether they’re part of an ongoing conversation.
Here’s what the change means at a glance:
This marks a departure from the previous model, where a single fee would allow unlimited messaging within a 24-hour window.
Understanding Customer Service Windows
When a user sends your business a message, it opens a 24-hour customer service window. This window resets each time the customer sends another message.
During this time, your business can:
However, if you send a Utility message after the window expires—without a new customer message—it will be treated as a chargeable message under the updated pricing structure.
This distinction is key: value-added, timely customer responses remain free, but proactive messaging now demands more financial foresight.
Why Did Meta Change the Billing Model?
Meta’s shift toward template-based pricing reflects broader goals around transparency, alignment with industry norms, and platform sustainability. Here’s a closer look:
• Standardising Across Channels
By aligning WhatsApp’s billing model with that of SMS and other messaging platforms, businesses can better compare communication costs. This transparency helps companies more accurately calculate their return on investment (ROI) and adjust their marketing strategies accordingly.
• Clarifying Template Roles
The update encourages businesses to properly categorise their messages. Utility templates, often used for transactional updates, are free within service windows. Meanwhile, promotional messages (Marketing) are now clearly designated and charged per instance.
• Promoting Quality Engagement
The per-message charge creates an incentive for businesses to send relevant, high-quality communications. This discourages spam-like behaviours and fosters a more respectful, engaging environment for users on the platform.
• Encouraging Responsive Support
By keeping customer-initiated service messages and Utility templates free within service windows, Meta actively supports real-time support workflows and more responsive customer service. This change strengthens WhatsApp’s position as a two-way communication tool, not just a marketing broadcast channel.
Additional Examples for Reference
To help you fully grasp the differences, here are side-by-side examples comparing the old and new pricing models:
Pre-Policy Change Scenario (Before July 1, 2025)
Customer A browses your e-commerce store and abandons her cart.
Total charges: Three conversation-based fees (2 Marketing, 1 Utility)
Post-Policy Change Scenario (After July 1, 2025)
Same situation, but under the new policy:
Total charges: Four template message charges (2 Marketing, 2 Utility)
No longer are multiple templates grouped under one window. Each sent message is a discrete billing event.
Key Takeaways from the New Pricing Structure
The end of the conversation-window model introduces a more transactional billing system. Every time a business sends a new template—outside of a customer-initiated interaction—it incurs a cost. This makes message planning and user engagement strategy more critical than ever.
That said, customer service remains free—as long as the customer initiates the conversation. Businesses can send unlimited free-form messages and Utility templates within that service window.
This evolution of the WhatsApp business API marks a clear shift toward intentional, user-friendly messaging and higher accountability on the sender’s part.
Implications for Businesses Relying on Bulk Messaging
For businesses that rely on frequent or daily marketing campaigns, this shift may represent a considerable increase in messaging expenses.
Previously, marketers could send multiple promotional messages over a 24-hour window for the cost of a single conversation. Now, each of those messages will cost individually, significantly affecting companies that use a sequence of Marketing or Utility templates in quick succession.
So, what can you do to reduce costs without reducing impact?
Cost-Management Strategies Under the New Model
1. Merge Template Messages
Combine short, consecutive messages into a single, more comprehensive template that delivers the necessary context and call to action. One impactful message can often replace two or three brief ones.
2. Automate Service Responses
Implement chatbots to handle common queries within the 24-hour service window. This not only increases efficiency but also reduces reliance on paid templates for routine support.
3. Promote User-Initiated Conversations
Incentivise customer engagement using Click-to-WhatsApp ads, website buttons, or social media prompts. When users initiate contact, you open a free messaging window where both Utility and custom messages won’t incur charges.
4. Target the Right Audiences
Avoid blanket messaging. Segment your customer base so that only high-intent, high-value users receive marketing messages. A leaner, more focused list leads to better ROI.
5. Use Interactive Elements
Templates with interactive buttons or list messages can facilitate rapid engagement and eliminate the need for follow-up messages. For example, a single message with predefined options could take the place of a longer conversation thread.
6. Map Your Messaging Flows
Design smarter workflows by plotting your customer journey. Identify points where you can maximise free messaging (via service windows) and where template messages are essential, allowing you to allocate spend wisely.
Conclusion
Meta’s updated WhatsApp pricing structure may seem like a challenge, but it’s also a chance to evolve your messaging strategy for greater efficiency and impact. The focus now is on delivering value through each interaction, whether it’s providing real-time support or crafting a highly targeted marketing message.
Looking to level up your customer engagement on WhatsApp? Moobicast is an official WhatsApp Business Partner in Singapore, offering powerful, ready-to-deploy solutions to streamline conversations, automate workflows, and personalise campaigns at scale. With our expertise and technology, you can build meaningful connections that drive real results. Contact us today and explore how we can support your WhatsApp marketing journey.
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