# WhatsApp Pricing, Billing, and Rebilling Guide

> Learn how the WhatsApp billing, pricing tiers, subscriptions and rebilling work in GHL Customer Care. Stay compliant and optimize costs with this complete guide.

- Source: https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/whatsapp-pricing-billing-and-rebilling-guide
- Section: Reselling Products / WhatsApp
- Reading time: 19 min
- Images: 5, each explained below
- Modified on Mon, 14 Sep at 7:56 AM

---
# WhatsApp Billing & Pricing Guide

A comprehensive overview of WhatsApp pricing, billing, and rebilling for agencies and sub-accounts in GHL Customer Care.

Upcoming Billing Change

Service Messages & In-Window Utility Messages Become Billable — Effective 1 October 2026

From **1 October 2026**, **all service messages** and **utility messages sent inside an open 24-hour customer service window** will be charged on a per-message basis. The first **1,000 service messages per phone number, per month** remain free, and that allowance resets at the start of each month. Per-message **rate card updates** and **nine newly-standalone markets** also take effect on the same date.

Pricing Update

Updated WhatsApp Per-Message Pricing — Effective 1st July 2026

We updated per-message pricing for WhatsApp template messages, effective with your July 2026 billing. These changes reflect updates to the underlying per-message rates. **Most markets saw no change.** Service conversations remain free until 30 September 2026 — see the October 2026 change above.

Table of Contents

[1\. October 2026 Billing Changes](#oct2026) [2\. July 2026 Pricing Update](#july2026) [3\. Overview of WhatsApp Billing](#overview) [4\. WhatsApp Messaging Rates by Market/Country](#rates) [5\. WhatsApp Subscription Charges for Agencies](#subscription) [6\. Message-Based Pricing \[Effective 1 July 2025\]](#pricing-model) [7\. Service Conversations \[Effective 1 November 2024\]](#service) [8\. Free Entry Point Conversations \[Effective 1 June 2023\]](#entry-point) [9\. WhatsApp Calling Pricing](#call-pricing) [10\. Rebilling WhatsApp Messages](#rebilling) [11\. Frequently Asked Questions](#faq) [12\. Related Articles](#related)

## October 2026 Billing Changes \[Effective 1 October 2026\]

Two categories of messages that are currently free will become billable from **1 October 2026**. Both changes apply on a **per-message basis**, consistent with how template messages are already charged.

### Change 1 — Service Messages Become Billable

►

**What changes:** **All service messages will be charged on a per-message basis**, consistent with how template messages are charged.

►

**Why it matters:** Service messages have **not been charged since 1 November 2024**. From 1 October 2026, they return to being a billable message category.

►

**Free allowance:** The first **1,000 service messages per phone number** are **free**. The allowance is counted per phone number and **resets at the start of each following month**.

### Change 2 — In-Window Utility Messages Become Billable

►

**What changes:** **Utility messages sent in response to users will be charged on a per-message basis** — that is, utility messages delivered **within an open 24-hour customer service window**.

►

**Why it matters:** In-window utility messages have **not been charged since 1 July 2025**. From 1 October 2026, a utility message is billable whether it is sent inside or outside the customer service window.

### Before vs. After at a Glance

| Message Scenario | Through 30 Sep 2026 | From 1 Oct 2026 |
| --- | --- | --- |
| Service message (free-form, inside an open CSW) | Free | Charged per message  
first 1,000 / number / month free |
| Utility template **inside** an open CSW | Free | Charged per message |
| Utility template **outside** a CSW | Charged per message | Charged per message |
| Marketing template | Charged per message | Charged per message |
| Authentication template | Charged per message | Charged per message |
| Any message inside a Free Entry Point (CTWA) window | Free | Free |

**How the 1,000 free service messages work**

• The allowance is tracked **per WhatsApp phone number**, not per sub-account or per contact.
• The first **1,000 service messages** delivered from that number in a calendar month are free.
• Once the number passes 1,000, every additional service message that month is charged per message.
• The counter **resets to zero at the start of the next month**.

### Change 3 — Rate Card Updates

Per-message rates change in the following markets from **1 October 2026**. Markets marked **\*** are also moving out of their regional "Rest Of" pricing bucket — see Change 4 below.

| Category | Direction | Markets |
| --- | --- | --- |
| Marketing | Increase | Kuwait\*, Mexico, Morocco\*, Saudi Arabia, United Arab Emirates, Rest of Middle East, Rest of Asia Pacific |
| Utility | Increase | Kazakhstan\*, Kuwait\*, Morocco\*, Oman\*, Pakistan, Peru, South Africa, Ukraine\* |
| Utility | Decrease | Bangladesh\*, Iraq\*, Nepal\*, Sri Lanka\* |

\* Market is being moved out of its respective "Rest Of" pricing region to be standalone on the rate card.

The nine markets with utility rate updates were given **four months' notice** rather than the usual one month.

### Change 4 — Newly-Standalone Markets

Six markets moved out of their respective "Rest Of" pricing region on **1 July 2026** — Hong Kong, Singapore, Hungary, Poland, Romania and Qatar. From **1 October 2026**, a further **nine markets** become standalone on the rate card:

►

**Standalone from 1 October 2026:** Bangladesh, Iraq, Kazakhstan, Kuwait, Morocco, Nepal, Oman, Sri Lanka and Ukraine.

For those markets, this means:

| Charge | Until 30 September 2026 | As of 1 October 2026 |
| --- | --- | --- |
| Rate charged | Rate of respective "Rest Of" pricing region | Rate of the newly-standalone market |

**What "standalone" means for your bill**

Until 30 September 2026 a message to one of these countries is priced at its regional "Rest Of" rate.

From 1 October 2026 the country has its own line on the rate card, with its own per-message rate.

**What you should do before 1 October 2026**

• **Review your rebilling multiplier.** Service and in-window utility volume that cost you nothing will start carrying a per-message cost.
• **Audit high-volume support flows.** Sub-accounts that rely heavily on free-form support replies are the most exposed to the change.
• **Keep using Click to WhatsApp ads.** Free Entry Point conversations stay free for the full 72-hour window.
• **Watch your per-number volume.** Numbers that stay under 1,000 service messages a month are unaffected.

## July 2026 Pricing Update \[Effective July 2026 Billing\]

The following rate changes and new named market additions took effect with July 2026 billing. All changes are reflected in the full rates table in Section 4.

### Rate Updates

| Market | Category | Previous Rate | New Rate | Change |
| --- | --- | --- | --- | --- |
| Italy | Marketing | $0.0726 | $0.0835 | +15% |
| Saudi Arabia | Marketing | $0.0478 | $0.0526 | +10% |
| Spain | Marketing | $0.0646 | $0.0742 | +15% |
| United Kingdom | Marketing | $0.0555 | $0.0667 | +20% |
| Pakistan | Utility | $0.0057 | $0.0105 | +84% |
| Turkey | Utility | $0.0056 | $0.0009 | \-84% |

### New Named Markets

Six markets now have dedicated rates instead of billing under a regional "Rest of" rate:

| New Market | Marketing Rate | Utility Rate | Previously Billed Under |
| --- | --- | --- | --- |
| Hong Kong | $0.0769 | $0.0273 | Rest of Asia Pacific ($0.0119) |
| Singapore | $0.0769 | $0.0168 | Rest of Asia Pacific ($0.0119) |
| Hungary | $0.0903 | $0.0368 | Rest of Central & Eastern Europe ($0.0223) |
| Poland | $0.0384 | $0.0128 | Rest of Central & Eastern Europe ($0.0903 mkt) |
| Romania | $0.0903 | $0.0305 | Rest of Central & Eastern Europe ($0.0223) |
| Qatar | $0.0358 | $0.0126 | Rest of Middle East ($0.0096) |

**Highlight:** Poland Marketing dropped 57% vs the old regional rate ($0.0903 to $0.0384). Hong Kong, Singapore, Hungary, Romania, and Qatar all moved to higher Utility rates than their previous regional bucket.

## Overview of WhatsApp Billing

WhatsApp in GHL Customer Care now uses a **per-message pricing model**, charging businesses for each **delivered message** rather than a flat fee per 24-hour conversation window. This shift offers greater transparency and control over messaging costs, enabling more precise budgeting and strategy.

Messages are categorized into **Marketing**, **Utility**, **Authentication**, and **Service** types — each with its own pricing logic and strategic use cases.

By aligning your outreach with these categories, you can take full advantage of cost-saving opportunities while maintaining high-quality engagement. Note that from **1 October 2026**, two previously free categories — service messages and in-window utility messages — become billable, per-message **rate card updates** take effect in several markets, and **nine markets** move out of their regional "Rest Of" bucket to become standalone. See [October 2026 Billing Changes](#oct2026).

### Key Benefits of WhatsApp's Pricing Structure

✓

Transparent, Granular Billing

Messages are individually categorized into Marketing, Utility, and Service types — letting you clearly understand charges and design strategies without hidden costs.

✓

Optimized Rebilling for Agencies

Per-message billing simplifies client rebilling, enables transparent invoicing, and unlocks new monetization opportunities by mapping charges directly to client campaigns.

✓

A Monthly Free Service Allowance

From 1 October 2026, the first **1,000 service messages per phone number each month** are free, with the allowance resetting every month — so lower-volume support numbers keep sending at no cost.

✓

Cost-Efficient Entry Points

-   Conversations initiated through Click-to-WhatsApp (CTWA) ads are free of cost for the full 72-hour window.
-   Service messages are free through 30 September 2026, and from 1 October 2026 the first 1,000 per phone number each month remain free.
-   Utility messages sent inside the 24-hour customer service window are free through 30 September 2026.
-   User-initiated WhatsApp calling is available globally and is completely free of cost.

## WhatsApp Messaging Rates by Market/Country \[Effective July 2026 Billing\]

Understanding conversation rates by market or country helps businesses plan communication costs effectively. Rates vary depending on the type of message (Marketing, Utility, or Service) and the region where the message is sent.

**Service column applies through 30 September 2026.** Service conversations are free in all markets up to and including 30 September 2026. From **1 October 2026**, service messages are charged on a per-message basis, with the first **1,000 service messages per phone number, per month** free. Utility messages sent inside an open customer service window also become billable on that date at the market Utility rate shown below. Per-message **rate card updates** also take effect on 1 October 2026, and **nine markets** move out of their regional "Rest Of" bucket to become standalone. The Marketing and Utility rates in the table below apply **through 30 September 2026** for the affected markets. See [October 2026 Billing Changes](#oct2026).

| Market | Currency | Marketing | Utility | Service  
through 30 Sep 2026 |
| --- | --- | --- | --- | --- |
| Argentina | $US | $0.0649 | $0.0273 | FREE |
| Brazil | $US | $0.0656 | $0.0071 | FREE |
| Chile | $US | $0.0933 | $0.0210 | FREE |
| Colombia | $US | $0.0131 | $0.0008 | FREE |
| Egypt | $US | $0.0676 | $0.0038 | FREE |
| France | $US | $0.0902 | $0.0315 | FREE |
| Germany | $US | $0.1433 | $0.0578 | FREE |
| India | $US | $0.0124 | $0.0015 | FREE |
| Indonesia | $US | $0.0432 | $0.0263 | FREE |
| Israel | $US | $0.0371 | $0.0056 | FREE |
| Italy Updated Jul 2026 | $US | $0.0835 | $0.0315 | FREE |
| Malaysia | $US | $0.0903 | $0.0147 | FREE |
| Mexico Rate change 1 Oct 2026 | $US | $0.0320 | $0.0089 | FREE |
| Netherlands | $US | $0.1677 | $0.0525 | FREE |
| Nigeria | $US | $0.0542 | $0.0070 | FREE |
| Pakistan Utility Updated Jul 2026 Rate change 1 Oct 2026 | $US | $0.0497 | $0.0105 | FREE |
| Peru Rate change 1 Oct 2026 | $US | $0.0738 | $0.0210 | FREE |
| Russia | $US | $0.0842 | $0.0420 | FREE |
| Saudi Arabia Updated Jul 2026 Rate change 1 Oct 2026 | $US | $0.0526 | $0.0112 | FREE |
| South Africa Rate change 1 Oct 2026 | $US | $0.0398 | $0.0080 | FREE |
| Spain Updated Jul 2026 | $US | $0.0742 | $0.0210 | FREE |
| Turkey Utility Down Jul 2026 | $US | $0.0114 | $0.0009 | FREE |
| United Arab Emirates Rate change 1 Oct 2026 | $US | $0.0524 | $0.0165 | FREE |
| United Kingdom Updated Jul 2026 | $US | $0.0667 | $0.0231 | FREE |
| North America (US & Canada) | $US | $0.0263 | $0.0036 | FREE |
| Hong Kong New Jul 2026 | $US | $0.0769 | $0.0273 | FREE |
| Singapore New Jul 2026 | $US | $0.0769 | $0.0168 | FREE |
| Hungary New Jul 2026 | $US | $0.0903 | $0.0368 | FREE |
| Poland New Jul 2026 | $US | $0.0384 | $0.0128 | FREE |
| Romania New Jul 2026 | $US | $0.0903 | $0.0305 | FREE |
| Qatar New Jul 2026 | $US | $0.0358 | $0.0126 | FREE |
| Rest of Africa | $US | $0.0236 | $0.0042 | FREE |
| Rest of Asia Pacific Rate change 1 Oct 2026 | $US | $0.0769 | $0.0119 | FREE |
| Rest of Central & Eastern Europe | $US | $0.0903 | $0.0223 | FREE |
| Rest of Latin America | $US | $0.0777 | $0.0119 | FREE |
| Rest of Middle East Rate change 1 Oct 2026 | $US | $0.0358 | $0.0096 | FREE |
| Rest of Western Europe | $US | $0.0622 | $0.0180 | FREE |
| Other | $US | $0.0634 | $0.0081 | FREE |

Rows highlighted in green are named markets added in July 2026. Updated rates are shown in red. The Service column reflects pricing **through 30 September 2026**; from 1 October 2026 service messages are charged per message after the first 1,000 per phone number each month. Rows tagged Rate change 1 Oct 2026 have a per-message rate update taking effect on that date.

## WhatsApp Subscription Charges for Agencies

Understanding subscription charges is essential for agencies and locations to plan their WhatsApp usage and billing effectively.

Agency Charge

$10 / month per sub-account

Charged to the agency for each WhatsApp-enabled sub-account

![WhatsApp Subscription Charges for Agencies (image 1 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155040534141/original/8f5GZMkkmuTdDGzdCwY5fOJR8eFbsDbwCQ.png)

**WhatsApp Subscription Charges for Agencies (image 1 of 5)**

This screenshot appears in the "WhatsApp Subscription Charges for Agencies" section of "WhatsApp Pricing, Billing, and Rebilling Guide". The text alongside this image reads: WhatsApp Messaging Rates by Market/Country [Effective July 2026 Billing] Understanding conversation rates by market or country helps businesses plan communication costs effectively. Rates vary depending on the type of message (Marketing, Utility, or Service) and the region where the message is…. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: WhatsApp Messaging Rates Understanding WhatsApp's messaging rates is critical for managing costs effectively. Rates vary based on the template category (Marketing, Utility, Service) and the country/region where the message is sent. Rate….
- What to fill in: WhatsApp Messaging Rates by Market/Country [Effective July 2026 Billing] Understanding conversation rates by market or country helps businesses plan communication costs effectively. Rates vary depending on the type of message (Marketing, Utility, or Service) and the region where the message is sent. Service column applies through 30 September 2026. Service conversations are free in all markets up to and including 30 September 2026. From 1 October 2026, service messages are charged on a per-message basis, with the first 1,000 service messages per phone number, per month free. Utility messages sent inside an open customer service window also become billable on that date at the market Utility rate shown below. Per-message rate card updates also take effect on 1 October 2026, and nine markets move out of their regional "Rest Of" bucket to become standalone. The Marketing and Utility rates in the table below apply through 30 September 2026 for the affected markets. See October 2026 Billing Changes. Market Currency Marketing Utility Service through 30 Sep 2026 Argentina $US $0.0649 $0.0273 FREE Brazil $US $0.0656 $0.0071 FREE Chile $US $0.0933 $0.0210 FREE Colombia $US $0.0131 $0.0008 FREE Egypt $US $0.0676 $0.0038 FREE France $US $0.0902 $0.0315 FREE Germany $US $0.1433 $0.0578 FREE India $US $0.0124 $0.0015 FREE Indonesia $US $0.0432 $0.0263 FREE Israel $US $0.0371 $0.0056 FREE Italy Updated Jul 2026 $US $0.0835 $0.0315 FREE Malaysia $US $0.0903 $0.0147 FREE Mexico Rate change 1 Oct 2026 $US $0.0320 $0.0089 FREE Netherlands $US $0.1677 $0.0525 FREE Nigeria $US $0.0542 $0.0070 FREE Pakistan Utility Updated Jul 2026 Rate change 1 Oct 2026 $US $0.0497 $0.0105 FREE Peru Rate change 1 Oct 2026 $US $0.0738 $0.0210 FREE Russia $US $0.0842 $0.0420 FREE Saudi Arabia Updated Jul 2026 Rate change 1 Oct 2026 $US $0.0526 $0.0112 FREE South Africa Rate change 1 Oct 2026 $US $0.0398 $0.0080 FREE Spain Updated Jul 2026 $US $0.0742 $0.0210 FREE Turkey Utility Down Jul 2026 $US $0.0114 $0.0009 FREE United Arab Emirates Rate change 1 Oct 2026 $US $0.0524 $0.0165 FREE United Kingdom Updated Jul 2026 $US $0.0667 $0.0231 FREE North America (US & Canada) $US $0.0263 $0.0036 FREE Hong Kong New Jul 2026 $US $0.0769 $0.0273 FREE Singapore New Jul 2026 $US $0.0769 $0.0168 FREE Hungary New Jul 2026 $US $0.0903 $0.0368 FREE Poland New Jul 2026 $US $0.0384 $0.0128 FREE Romania New Jul 2026 $US $0.0903 $0.0305 FREE Qatar New Jul 2026 $US $0.0358 $0.0126 FREE Rest of Africa $US $0.0236 $0.0042 FREE Rest of Asia Pacific Rate change 1 Oct 2026 $US $0.0769 $0.0119 FREE Rest of Central & Eastern Europe $US $0.0903 $0.0223 FREE Rest of Latin America $US $0.0777 $0.0119 FREE Rest of Middle East Rate change 1 Oct 2026 $US $0.0358 $0.0096 FREE Rest of Western Europe $US $0.0622 $0.0180 FREE Other $US $0.0634 $0.0081 FREE Rows highlighted in green are named markets added in July 2026. Updated rates are shown in red. The Service column reflects pricing through 30 September 2026; from 1 October 2026 service messages are charged per message after the first 1,000 per phone number each month. Rows tagged Rate change 1 Oct 2026 have a per-message rate update taking effect on that date.
- Fields: Base rate for a Marketing message in the US: $0.0263
- Controls: 1 October 2026, all service messages, rate card updates, nine newly-standalone markets, Most markets saw no change., per-message basis, not been charged since 1 November 2024, 1,000 service messages per phone number, free, not been charged since 1 July 2025, inside, outside
- Next: WhatsApp Messaging Rates Understanding WhatsApp's messaging rates is critical for managing costs effectively. Rates vary based on the template category (Marketing, Utility, Service) and the country/region where the message is sent. Rate Application Example Assume a Marketing message is sent to the U.S. • Base rate: $0.0263 • Multiplier: 1.5X • Final cost to the client: $0.0263 × 1.5 = $0.0395

Full procedure:

1. Conversations initiated through Click-to-WhatsApp (CTWA) ads are free of cost for the full 72-hour window.
2. Service messages are free through 30 September 2026, and from 1 October 2026 the first 1,000 per phone number each month remain free.
3. Utility messages sent inside the 24-hour customer service window are free through 30 September 2026.
4. User-initiated WhatsApp calling is available globally and is completely free of cost.

## WhatsApp Messaging Rates

Understanding WhatsApp's messaging rates is critical for managing costs effectively. Rates vary based on the **template category** (Marketing, Utility, Service) and the **country/region** where the message is sent.

-   **Payment Processing Fees:** A 5% Stripe fee is added to these rates, which should be considered when setting up rebilling.
-   **Regional Variations:** Rates differ significantly by region, so plan campaigns with regional costs in mind.
-   **New Billable Categories from 1 Oct 2026:** Service messages (beyond the first 1,000 per phone number each month) and in-window utility messages become chargeable — factor this into your multiplier.
-   **Rate Card Updates from 1 Oct 2026:** Per-message rates change in several markets, and nine markets become standalone with their own rate — see [October 2026 Billing Changes](#oct2026).

**Rate Application Example**
Assume a _Marketing message_ is sent to the U.S.

• Base rate: $0.0263
• Multiplier: 1.5X
• Final cost to the client: $0.0263 × 1.5 = **$0.0395**

## WhatsApp Message-Based Pricing \[Effective 1 July 2025\]

Starting July 1, 2025, WhatsApp adopts a **message-based pricing model** that charges businesses for each **delivered message**, rather than per conversation. Below are the primary message categories:

1\. Marketing Messages

-   **Definition:** Outbound promotional messages — product offers, announcements, re-engagement campaigns.
-   **Pricing:** Charged **per delivered message**, regardless of customer service window status.
-   **Use Cases:** Sales promotions, event invitations, abandoned cart reminders.

2

2\. Utility Messages

-   **Definition:** Transactional messages relating to a specific agreed-upon transaction or update.
-   **Charged per message** when sent **outside** an open customer service window.
-   **Free** if delivered **within** an active 24-hour customer service window initiated by the user — **through 30 September 2026 only**.
-   **From 1 October 2026:** utility messages sent in response to users inside an open customer service window are **charged per message**, the same as those sent outside the window.
-   **Use Cases:** Order confirmations, shipping updates, appointment reminders.

3

3\. Service Conversations

-   **Definition:** Used to resolve customer inquiries and issues.
-   **Opened by:** Free-form messages (any message that is not a template).
-   **Cost through 30 September 2026:** Completely free — no charges apply.
-   **Cost from 1 October 2026:** Charged **per message**, consistent with template messages. The first **1,000 service messages per phone number, per month** are free, and the allowance resets each month.

**IMPORTANT:** Each category has specific initiation methods.

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

To learn how to choose an appropriate category when creating your WhatsApp templates, see [Template Categorization Guidelines.](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/template-categorisation-guidelines)

![WhatsApp Message-Based Pricing [Effective 1 July 2025] (image 2 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155048393977/original/1TxoZGCP67Hkk4uxCogxqpH4NzjWFB9HaQ.png)

**WhatsApp Message-Based Pricing [Effective 1 July 2025] (image 2 of 5)**

This screenshot appears in the "WhatsApp Message-Based Pricing [Effective 1 July 2025]" section of "WhatsApp Pricing, Billing, and Rebilling Guide". The text alongside this image reads: WhatsApp Messaging Rates Understanding WhatsApp's messaging rates is critical for managing costs effectively. Rates vary based on the template category (Marketing, Utility, Service) and the country/region where the message is sent. Rate Application Example Assume a Marketing message is sent to the…. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Service Conversations [Effective 1 November 2024] This 24-hour timer begins when a customer messages you. During this window, free-form messages can be sent without opening additional conversations. The customer service window is a….
- What this covers: WhatsApp Messaging Rates Understanding WhatsApp's messaging rates is critical for managing costs effectively. Rates vary based on the template category (Marketing, Utility, Service) and the country/region where the message is sent. Rate Application Example Assume a Marketing message is sent to the U.S. • Base rate: $0.0263 • Multiplier: 1.5X • Final cost to the client: $0.0263 × 1.5 = $0.0395
- Fields: Base rate for a Marketing message in the US: $0.0263
- Controls: 1 October 2026, all service messages, rate card updates, nine newly-standalone markets, Most markets saw no change., per-message basis, not been charged since 1 November 2024, 1,000 service messages per phone number, free, not been charged since 1 July 2025, inside, outside
- Next: Service Conversations [Effective 1 November 2024] This 24-hour timer begins when a customer messages you. During this window, free-form messages can be sent without opening additional conversations. The customer service window is a 24-hour timer that starts with a user message and resets with each message. Free-form messages are any message type that is not a template. Change from 1 October 2026 Through 30 September 2026, businesses can respond to users inside an open customer service window via free-form messages or utility messages at no charge. From 1 October 2026: • Service messages are charged per message — the first 1,000 per phone number, per month are free, and the counter resets monthly. • Utility messages sent inside the window are charged per message at the market Utility rate.

Full procedure:

1. Conversations initiated through Click-to-WhatsApp (CTWA) ads are free of cost for the full 72-hour window.
2. Service messages are free through 30 September 2026, and from 1 October 2026 the first 1,000 per phone number each month remain free.
3. Utility messages sent inside the 24-hour customer service window are free through 30 September 2026.
4. User-initiated WhatsApp calling is available globally and is completely free of cost.

### Template Messages vs. Non-Template Messages

|  | Is it billable? |
| --- | --- |
| Message type | Category | When can it be sent? | Outside CSW\* | Inside CSW\* | Inside FEP\*\* window |
| --- | --- | --- | --- | --- | --- |
| Template messages | Marketing | Anytime | Yes | Yes | No |
| Authentication | Anytime | Yes | Yes | No |
| Utility | Anytime | Yes | No (through 30 Sep 2026)  
Yes (from 1 Oct 2026) | No |
| Non-template (free-form) | Service | Only inside an open CSW\* | N/A | No (through 30 Sep 2026)  
Yes (from 1 Oct 2026, after the first 1,000 per number each month) | No |

\* **CSW** = Customer Service Window    \*\* **FEP** = Free Entry Point

## Service Conversations \[Effective 1 November 2024\]

This 24-hour timer begins when a customer messages you. During this window, free-form messages can be sent without opening additional conversations.

-   Used to resolve customer inquiries and issues.
-   Service conversations are initiated when a free-form message is delivered to a customer, provided no other conversation of any type is open.
-   These conversations rely on an active customer service window between you and the customer.

The customer service window is a 24-hour timer that starts with a user message and resets with each message.

**Free-form messages** are any message type that is not a template.

**Change from 1 October 2026**

Through **30 September 2026**, businesses can respond to users inside an open customer service window via free-form messages or utility messages at no charge.

From **1 October 2026**:
• **Service messages are charged per message** — the first 1,000 per phone number, per month are free, and the counter resets monthly.
• **Utility messages sent inside the window are charged per message** at the market Utility rate.

![Service Conversations [Effective 1 November 2024] (image 3 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155048395776/original/B1fsAfdjLvwc-PIYGn10E1_NQ29jZF3hVw.png)

**Service Conversations [Effective 1 November 2024] (image 3 of 5)**

This screenshot appears in the "Service Conversations [Effective 1 November 2024]" section of "WhatsApp Pricing, Billing, and Rebilling Guide". The text alongside this image reads: WhatsApp Message-Based Pricing [Effective 1 July 2025] Starting July 1, 2025, WhatsApp adopts a message-based pricing model that charges businesses for each delivered message, rather than per conversation. Below are the primary message categories: 1. Marketing Messages 2 2. Utility Messages 3 3…. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Free Entry Point Conversations [Effective 1 June 2023] Free entry point conversations provide cost-saving opportunities for businesses by allowing free communication for a limited duration. They are not affected by the 1 October 2026….
- What to fill in: WhatsApp Message-Based Pricing [Effective 1 July 2025] Starting July 1, 2025, WhatsApp adopts a message-based pricing model that charges businesses for each delivered message, rather than per conversation. Below are the primary message categories: 1. Marketing Messages 2 2. Utility Messages 3 3. Service Conversations IMPORTANT: Each category has specific initiation methods. • Marketing, utility, and authentication conversations can ONLY be opened with template messages. • Service conversations can ONLY be opened with free-form messages. To learn how to choose an appropriate category when creating your WhatsApp templates, see Template Categorization Guidelines. Template Messages vs. Non-Template Messages Is it billable? Message type Category When can it be sent? Outside CSW* Inside CSW* Inside FEP** window Template messages Marketing Anytime Yes Yes No Authentication Anytime Yes Yes No Utility Anytime Yes No (through 30 Sep 2026) Yes (from 1 Oct 2026) No Non-template (free-form) Service Only inside an open CSW* N/A No (through 30 Sep 2026) Yes (from 1 Oct 2026, after the first 1,000 per number each month) No * CSW = Customer Service Window ** FEP = Free Entry Point
- Fields: Base rate for a Marketing message in the US: $0.0263
- Controls: 1 October 2026, all service messages, rate card updates, nine newly-standalone markets, Most markets saw no change., per-message basis, not been charged since 1 November 2024, 1,000 service messages per phone number, free, not been charged since 1 July 2025, inside, outside
- Next: Free Entry Point Conversations [Effective 1 June 2023] Free entry point conversations provide cost-saving opportunities for businesses by allowing free communication for a limited duration. They are not affected by the 1 October 2026 changes and remain free. ► How It's Triggered: A customer messages you via a Click to WhatsApp Ad or Facebook Page Call-to-Action button, and you respond within 24 hours. ► Duration: These conversations last 72 hours and automatically close all other open conversations. ► Cost Efficiency: Once initiated, no additional charges are incurred for any type of message sent within the 72-hour window. Example of Free Entry Point Conversation If a customer messages you via a Click to WhatsApp Ad at 10 am and you respond at 10 pm the same day: • The free entry point conversation starts at 10 pm and lasts for 72 hours.

Full procedure:

1. Conversations initiated through Click-to-WhatsApp (CTWA) ads are free of cost for the full 72-hour window.
2. Service messages are free through 30 September 2026, and from 1 October 2026 the first 1,000 per phone number each month remain free.
3. Utility messages sent inside the 24-hour customer service window are free through 30 September 2026.
4. User-initiated WhatsApp calling is available globally and is completely free of cost.

## Free Entry Point Conversations \[Effective 1 June 2023\]

Free entry point conversations provide cost-saving opportunities for businesses by allowing free communication for a limited duration. They are **not affected by the 1 October 2026 changes** and remain free.

►

**How It's Triggered:** A customer messages you via a Click to WhatsApp Ad or Facebook Page Call-to-Action button, and you respond within 24 hours.

►

**Duration:** These conversations last **72 hours** and automatically close all other open conversations.

►

**Cost Efficiency:** Once initiated, no additional charges are incurred for any type of message sent within the 72-hour window.

**Example of Free Entry Point Conversation**

If a customer messages you via a Click to WhatsApp Ad at 10 am and you respond at 10 pm the same day:

• The free entry point conversation starts at 10 pm and lasts for **72 hours**.

![Free Entry Point Conversations [Effective 1 June 2023] (image 4 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155048395887/original/3dVNid2dzs_GOS_P3asL9flAmAr4iyNmnw.png)

**Free Entry Point Conversations [Effective 1 June 2023] (image 4 of 5)**

This screenshot appears in the "Free Entry Point Conversations [Effective 1 June 2023]" section of "WhatsApp Pricing, Billing, and Rebilling Guide". The text alongside this image reads: Service Conversations [Effective 1 November 2024] This 24-hour timer begins when a customer messages you. During this window, free-form messages can be sent without opening additional conversations. The customer service window is a 24-hour timer that starts with a user message and resets with each…. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: WhatsApp Calling Pricing WhatsApp Calling rates are charged per minute and vary by market. Rates listed below are in USD and apply to business-initiated calls. User-initiated (inbound) calls are free of charge. User-Initiated Calls Free….
- What to fill in: Service Conversations [Effective 1 November 2024] This 24-hour timer begins when a customer messages you. During this window, free-form messages can be sent without opening additional conversations. The customer service window is a 24-hour timer that starts with a user message and resets with each message. Free-form messages are any message type that is not a template. Change from 1 October 2026 Through 30 September 2026, businesses can respond to users inside an open customer service window via free-form messages or utility messages at no charge. From 1 October 2026: • Service messages are charged per message — the first 1,000 per phone number, per month are free, and the counter resets monthly. • Utility messages sent inside the window are charged per message at the market Utility rate.
- Fields: Base rate for a Marketing message in the US: $0.0263
- Controls: 1 October 2026, all service messages, rate card updates, nine newly-standalone markets, Most markets saw no change., per-message basis, not been charged since 1 November 2024, 1,000 service messages per phone number, free, not been charged since 1 July 2025, inside, outside
- Next: WhatsApp Calling Pricing WhatsApp Calling rates are charged per minute and vary by market. Rates listed below are in USD and apply to business-initiated calls. User-initiated (inbound) calls are free of charge. User-Initiated Calls Free No charge when customer calls your business Business-Initiated Calls Per minute Rate depends on destination market Example: A 56-second call = 9.33 pulses → rounded up to 10 pulses. Fractional pulses are always counted as one full pulse. Calls are billed in 6-second pulses. Call Rates by Market (USD per minute) Market Country Code Currency Rate per Minute Argentina +54 USD $0.0106 Brazil +55 USD $0.0113 Chile +56 USD $0.0127 Colombia +57 USD $0.0117 France +33 USD $0.0104 Germany +49 USD $0.0108 India +91 USD $0.0056 Indonesia +62 USD $0.0254 Israel +972 USD $0.0133 Italy +39 USD $0.0127 Malaysia +60 USD $0.0113 Mexico +52 USD $0.0099 Netherlands +31 USD $0.0066 Pakistan +92 USD $0.0125 Peru +51 USD $0.0127 Russia +7 USD $0.0102 Saudi Arabia +966 USD $0.0133 South Africa +27 USD $0.0113 Spain +34 USD $0.0135 United Arab Emirates +971 USD $0.0133 United Kingdom +44 USD $0.0104 Rest of Africa Various USD $0.0108 Rest of Asia Pacific Various USD $0.0120 Rest of Central & Eastern Europe Various USD $0.0100 Rest of Latin America Various USD $0.0122 Rest of Middle East Various USD $0.0133 Rest of Western Europe Various USD $0.0108 Other Various USD $0.0139 Egypt +20 USD N/A Nigeria +234 USD N/A Turkey +90 USD N/A North America (US & Canada) +1 USD N/A Business-Initiated Calling is NOT available if your business phone number is registered in: United States, Canada, Egypt, Vietnam, or Nigeria. Note: The country restriction applies to your business phone number. Your customers can be located in any supported country.

Full procedure:

1. Conversations initiated through Click-to-WhatsApp (CTWA) ads are free of cost for the full 72-hour window.
2. Service messages are free through 30 September 2026, and from 1 October 2026 the first 1,000 per phone number each month remain free.
3. Utility messages sent inside the 24-hour customer service window are free through 30 September 2026.
4. User-initiated WhatsApp calling is available globally and is completely free of cost.

## WhatsApp Calling Pricing

WhatsApp Calling rates are charged **per minute** and vary by market. Rates listed below are in **USD** and apply to business-initiated calls. User-initiated (inbound) calls are **free of charge**.

User-Initiated Calls

Free

No charge when customer calls your business

Business-Initiated Calls

Per minute

Rate depends on destination market

**Example:** A 56-second call = 9.33 pulses → rounded up to **10 pulses**.
Fractional pulses are always counted as one full pulse. Calls are billed in **6-second pulses**.

Call Rates by Market (USD per minute)

| Market | Country Code | Currency | Rate per Minute |
| --- | --- | --- | --- |
| Argentina | +54 | USD | $0.0106 |
| Brazil | +55 | USD | $0.0113 |
| Chile | +56 | USD | $0.0127 |
| Colombia | +57 | USD | $0.0117 |
| France | +33 | USD | $0.0104 |
| Germany | +49 | USD | $0.0108 |
| India | +91 | USD | $0.0056 |
| Indonesia | +62 | USD | $0.0254 |
| Israel | +972 | USD | $0.0133 |
| Italy | +39 | USD | $0.0127 |
| Malaysia | +60 | USD | $0.0113 |
| Mexico | +52 | USD | $0.0099 |
| Netherlands | +31 | USD | $0.0066 |
| Pakistan | +92 | USD | $0.0125 |
| Peru | +51 | USD | $0.0127 |
| Russia | +7 | USD | $0.0102 |
| Saudi Arabia | +966 | USD | $0.0133 |
| South Africa | +27 | USD | $0.0113 |
| Spain | +34 | USD | $0.0135 |
| United Arab Emirates | +971 | USD | $0.0133 |
| United Kingdom | +44 | USD | $0.0104 |
| Rest of Africa | Various | USD | $0.0108 |
| Rest of Asia Pacific | Various | USD | $0.0120 |
| Rest of Central & Eastern Europe | Various | USD | $0.0100 |
| Rest of Latin America | Various | USD | $0.0122 |
| Rest of Middle East | Various | USD | $0.0133 |
| Rest of Western Europe | Various | USD | $0.0108 |
| Other | Various | USD | $0.0139 |
| Egypt | +20 | USD | N/A |
| Nigeria | +234 | USD | N/A |
| Turkey | +90 | USD | N/A |
| North America (US & Canada) | +1 | USD | N/A |

Business-Initiated Calling is NOT available if your business phone number is registered in: United States, Canada, Egypt, Vietnam, or Nigeria.

**Note:** The country restriction applies to your business phone number. Your customers can be located in any supported country.

## Rebilling WhatsApp Messages

Rebilling offers agencies flexibility in setting WhatsApp messaging pricing for clients, creating additional revenue opportunities.

1**Base Rates:** Agencies pay base rates for each conversation category (Marketing, Utility, Authentication, or Service).

2

**Pricing Multiplier:** Agencies can apply a multiplier to base rates to determine client pricing.

-   Base rate for a Marketing message in the US: **$0.0263**
-   Multiplier set to **1.5X**: Client is charged **$0.0395** per message

3**Default Multiplier:** The default multiplier is set at **1.05X** to cover payment processing fees.

4**Plan for 1 October 2026:** Service messages beyond the first 1,000 per phone number each month, and utility messages sent inside an open customer service window, become billable — and therefore rebillable. **Per-message rates also change in several markets**, and nine markets move to standalone rates and standalone volume tiers, so your underlying cost per message may shift even where volume does not. Review your multiplier and client agreements before the change takes effect.

![Rebilling WhatsApp Messages (image 5 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155040536184/original/-KAyIRrTqLCTNrpXEihCEn8u1tSeQITYcg.jpeg)

**Rebilling WhatsApp Messages (image 5 of 5)**

This screenshot appears in the "Rebilling WhatsApp Messages" section of "WhatsApp Pricing, Billing, and Rebilling Guide". The text alongside this image reads: WhatsApp Calling Pricing WhatsApp Calling rates are charged per minute and vary by market. Rates listed below are in USD and apply to business-initiated calls. User-initiated (inbound) calls are free of charge. User-Initiated Calls Free No charge when customer calls your business…. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Frequently Asked Questions Q: What is changing on 1 October 2026? Four things change on that date — two categories become billable, and the rate card itself is updated: Q: How does the 1,000 free service message allowance work? The first….
- What this covers: WhatsApp Calling Pricing WhatsApp Calling rates are charged per minute and vary by market. Rates listed below are in USD and apply to business-initiated calls. User-initiated (inbound) calls are free of charge. User-Initiated Calls Free No charge when customer calls your business Business-Initiated Calls Per minute Rate depends on destination market Example: A 56-second call = 9.33 pulses → rounded up to 10 pulses. Fractional pulses are always counted as one full pulse. Calls are billed in 6-second pulses. Call Rates by Market (USD per minute) Market Country Code Currency Rate per Minute Argentina +54 USD $0.0106 Brazil +55 USD $0.0113 Chile +56 USD $0.0127 Colombia +57 USD $0.0117 France +33 USD $0.0104 Germany +49 USD $0.0108 India +91 USD $0.0056 Indonesia +62 USD $0.0254 Israel +972 USD $0.0133 Italy +39 USD $0.0127 Malaysia +60 USD $0.0113 Mexico +52 USD $0.0099 Netherlands +31 USD $0.0066 Pakistan +92 USD $0.0125 Peru +51 USD $0.0127 Russia +7 USD $0.0102 Saudi Arabia +966 USD $0.0133 South Africa +27 USD $0.0113 Spain +34 USD $0.0135 United Arab Emirates +971 USD $0.0133 United Kingdom +44 USD $0.0104 Rest of Africa Various USD $0.0108 Rest of Asia Pacific Various USD $0.0120 Rest of Central & Eastern Europe Various USD $0.0100 Rest of Latin America Various USD $0.0122 Rest of Middle East Various USD $0.0133 Rest of Western Europe Various USD $0.0108 Other Various USD $0.0139 Egypt +20 USD N/A Nigeria +234 USD N/A Turkey +90 USD N/A North America (US & Canada) +1 USD N/A Business-Initiated Calling is NOT available if your business phone number is registered in: United States, Canada, Egypt, Vietnam, or Nigeria. Note: The country restriction applies to your business phone number. Your customers can be located in any supported country.
- Fields: Base rate for a Marketing message in the US: $0.0263
- Controls: 1 October 2026, all service messages, rate card updates, nine newly-standalone markets, Most markets saw no change., per-message basis, not been charged since 1 November 2024, 1,000 service messages per phone number, free, not been charged since 1 July 2025, inside, outside
- Next: Frequently Asked Questions Q: What is changing on 1 October 2026? Four things change on that date — two categories become billable, and the rate card itself is updated: Q: How does the 1,000 free service message allowance work? The first 1,000 service messages per phone number are free each month. The allowance is counted per WhatsApp phone number — not per sub-account or per contact — and resets at the start of the following month. Once a number exceeds 1,000 service messages in a month, each additional service message is charged per message. Q: Are utility messages inside the customer service window still free? They are free through 30 September 2026. From 1 October 2026, a utility message is charged per message whether it is sent inside or outside an open customer service window. Q: Do the October 2026 changes affect Free Entry Point (Click to WhatsApp) conversations? No. Free Entry Point conversations remain free. Once triggered, no charges apply to any message type sent within the 72-hour window. Q: Which markets have rate changes on 1 October 2026? Q: What does it mean for a market to become "standalone"? A standalone market has its own line on the rate card instead of being priced under a regional "Rest Of" bucket. Until 30 September 2026 messages to these countries are charged at their regional rate. From 1 October 2026 each has its own per-message rate. Nine markets become standalone on that date: Bangladesh, Iraq, Kazakhstan, Kuwait, Morocco, Nepal, Oman, Sri Lanka and Ukraine — following the six that became standalone on 1 July 2026. Q: What are the different conversation categories? Q: Which markets were affected by the July 2026 pricing update? The following rate changes apply from July 2026 billing: Q: What is a customer service window? A customer service window is a 24-hour timer that starts when a customer messages you and resets with each new message from them. It determines which message types you are allowed to send. Through 30 September 2026 it also makes free-form and utility messages free; from 1 October 2026 those messages become billable. Q: What is a free entry point conversation? Free entry point conversations are initiated when a customer contacts you via a Click to WhatsApp Ad or Facebook Page Call-to-Action button, and you respond within 24 hours. It lasts for 72 hours and allows sending all types of messages without additional charges. Q: Do I need to change my rebilling settings before October 2026? Rebilling continues to work the same way — but message volume that previously cost nothing will start carrying a per-message cost, and the underlying per-message rate changes in several markets. Agencies should review their multiplier and any fixed-price client agreements before 1 October 2026, especially for sub-accounts with heavy support-conversation volume or traffic to the markets listed above. Q: Are WhatsApp calls charged per minute or per call? Business-initiated calls are charged per minute in 6-second pulses, based on the destination market. User-initiated (inbound) calls are completely free of charge. Business-initiated calling is not available in Egypt, Nigeria, Turkey, Vietnam, the United States, or Canada. Q: Can multiple conversations be open with the same customer? Yes. Multiple conversations can be open if a new template message of a different category is sent within 24 hours, or if a service conversation exists and a template message is sent within 24 hours.

Full procedure:

1. Conversations initiated through Click-to-WhatsApp (CTWA) ads are free of cost for the full 72-hour window.
2. Service messages are free through 30 September 2026, and from 1 October 2026 the first 1,000 per phone number each month remain free.
3. Utility messages sent inside the 24-hour customer service window are free through 30 September 2026.
4. User-initiated WhatsApp calling is available globally and is completely free of cost.

### How to Set Up WhatsApp Rebilling

1.  **Access Billing Settings:** Navigate to the Settings tab in GHL Customer Care.
2.  **Select WhatsApp Billing:** Click on the Billing section and locate the WhatsApp billing option.
3.  **Enter Payment Details:** Provide the necessary payment information to enable billing.
4.  **Choose Subscription Plan:** Select the subscription plan that best fits your agency or client location needs.
5.  **Enable Rebilling:** Configure rebilling options to charge your clients with your preferred pricing.
6.  **Verify Setup:** Review the billing setup to ensure accuracy and completeness.

[Click here for a more in-depth setup guide for WhatsApp messaging and rebilling!](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/whatsapp-full-setup-guide-for-agency)

## Frequently Asked Questions

Q: What is changing on 1 October 2026?

Four things change on that date — two categories become billable, and the rate card itself is updated:

-   **Service messages** — all service messages will be charged on a per-message basis, consistent with how template messages are charged. These have not been charged since 1 November 2024.
-   **In-window utility messages** — utility messages sent in response to users within an open 24-hour customer service window will be charged on a per-message basis. These have not been charged since 1 July 2025.
-   **Rate card updates** — per-message rates increase or decrease in a number of markets.
-   **Newly-standalone markets** — nine markets move out of their regional "Rest Of" pricing bucket and get their own rate.

Q: How does the 1,000 free service message allowance work?

The first **1,000 service messages per phone number** are free each month. The allowance is counted per WhatsApp phone number — not per sub-account or per contact — and **resets at the start of the following month**. Once a number exceeds 1,000 service messages in a month, each additional service message is charged per message.

Q: Are utility messages inside the customer service window still free?

They are free **through 30 September 2026**. From **1 October 2026**, a utility message is charged per message whether it is sent inside or outside an open customer service window.

Q: Do the October 2026 changes affect Free Entry Point (Click to WhatsApp) conversations?

No. Free Entry Point conversations remain free. Once triggered, no charges apply to any message type sent within the 72-hour window.

Q: Which markets have rate changes on 1 October 2026?

-   **Marketing increases** — Kuwait, Mexico, Morocco, Saudi Arabia, United Arab Emirates, Rest of Middle East, Rest of Asia Pacific.
-   **Utility increases** — Kazakhstan, Kuwait, Morocco, Oman, Pakistan, Peru, South Africa, Ukraine.
-   **Utility decreases** — Bangladesh, Iraq, Nepal, Sri Lanka.

Q: What does it mean for a market to become "standalone"?

A standalone market has its own line on the rate card instead of being priced under a regional "Rest Of" bucket. Until 30 September 2026 messages to these countries are charged at their regional rate. From 1 October 2026 each has its own per-message rate. Nine markets become standalone on that date: **Bangladesh, Iraq, Kazakhstan, Kuwait, Morocco, Nepal, Oman, Sri Lanka and Ukraine** — following the six that became standalone on 1 July 2026.

Q: What are the different conversation categories?

-   **Marketing:** For promotional messages and retargeting campaigns.
-   **Utility:** For user-requested updates such as delivery or payment notifications.
-   **Authentication:** For verifying users with one-time passcodes.
-   **Service:** For resolving customer inquiries or issues — free through 30 September 2026, then charged per message beyond the monthly free allowance.

Q: Which markets were affected by the July 2026 pricing update?

The following rate changes apply from July 2026 billing:

-   **Italy, Saudi Arabia, Spain, United Kingdom** — Marketing rate increase.
-   **Pakistan** — Utility rate increase (+84%).
-   **Turkey** — Utility rate decrease (-84%).
-   **Hong Kong, Singapore, Hungary, Poland, Romania, Qatar** — New dedicated rates (previously billed under regional rates).

Q: What is a customer service window?

A customer service window is a **24-hour timer** that starts when a customer messages you and resets with each new message from them. It determines which message types you are allowed to send. Through 30 September 2026 it also makes free-form and utility messages free; from 1 October 2026 those messages become billable.

Q: What is a free entry point conversation?

Free entry point conversations are initiated when a customer contacts you via a **Click to WhatsApp Ad** or **Facebook Page Call-to-Action button**, and you respond within **24 hours**. It lasts for **72 hours** and allows sending all types of messages without additional charges.

Q: Do I need to change my rebilling settings before October 2026?

Rebilling continues to work the same way — but message volume that previously cost nothing will start carrying a per-message cost, and the underlying per-message rate changes in several markets. Agencies should review their multiplier and any fixed-price client agreements before 1 October 2026, especially for sub-accounts with heavy support-conversation volume or traffic to the markets listed above.

Q: Are WhatsApp calls charged per minute or per call?

Business-initiated calls are charged **per minute in 6-second pulses**, based on the destination market. User-initiated (inbound) calls are completely **free of charge**. Business-initiated calling is not available in Egypt, Nigeria, Turkey, Vietnam, the United States, or Canada.

Q: Can multiple conversations be open with the same customer?

Yes. Multiple conversations can be open if a new template message of a different category is sent within 24 hours, or if a service conversation exists and a template message is sent within 24 hours.

## Related Articles

[↗ WhatsApp Full Setup Guide for Agency](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/whatsapp-full-setup-guide-for-agency) [↗ WhatsApp Contact Management and Smartlist](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/whatsapp-contact-management-and-smartlist) [↗ WhatsApp: Send Message Templates (Snippets)](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/whatsapp-send-message-templates-snippets) [↗ Rebilling, Reselling, and Wallets Explained](https://docs.ghlcustomercare.com/docs/miscellaneous/miscellaneous/rebilling-reselling-and-wallets-explained) [↗ Workflow Trigger: Click to WhatsApp Ads](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/workflow-trigger-click-to-whatsapp-ads-facebook-page-cta) [↗ WhatsApp and the Sub-Account Set Up](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/how-to-set-up-whatsapp-for-a-sub-account)

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com