WhatsApp Service Message Pricing Update: October 1, 2026

We’re sharing an important update regarding WhatsApp service message pricing, following the latest changes announced by Meta.

The updated pricing will be effective starting October 1, 2026, and will be reflected across the AiSensy platform from the same date.

There are two changes to note:

• Service messages will become chargeable, with 1,000 free service messages every month for each WhatsApp Business number.
• Utility messages sent within an active 24-hour customer service window will also become chargeable.

Here’s how these changes will apply to your business.

What Are WhatsApp Service Messages?

Service messages are the regular, free-form replies your business sends to customers within an active 24-hour customer service window. These messages do not require template approval from Meta.

For example, a customer messages your business asking when their order will arrive. Your team replies through AiSensy’s Live Chat with the delivery details. This reply is a service message.

Free-form replies sent through your chatbot or AiSensy AI Agent also count as service messages.

The 24-hour window begins when a customer messages your business. Every new message from the customer refreshes this window.

1,000 Free Service Messages Every Month

Starting October 1, every WhatsApp Business number will receive 1,000 free service messages each month.

Charges will apply from the 1,001st service message delivered in that month. For messages delivered to Indian numbers, the rate on AiSensy will be ₹0.145 per message.

A few things to keep in mind:

• The allowance covers 1,000 messages, not 1,000 conversations or customers.
• Each business number gets its own allowance. If you have three numbers, each receives 1,000 free service messages separately.
• The allowance resets on the first day of every month.
• Unused free messages do not carry forward to the next month.
• Service messages do not qualify for volume discounts.

Example: After using your 1,000 free service messages, you deliver another 2,500 chargeable service messages to Indian numbers that month. Your service message charges will be 2,500 × ₹0.145 = ₹362.50.

Utility Messages Within the 24-Hour Window

Currently, utility templates delivered within an active customer service window are free. These include messages such as order confirmations, payment receipts and delivery updates.

From October 1, 2026, these messages will also be charged at the applicable utility rate for the recipient’s country, even within the 24-hour window.

For Indian recipients, the utility rate remains ₹0.145 per delivered message.

The 1,000 free monthly messages apply only to service messages. They do not cover utility templates.

For example, a customer asks about their order:

• You send a regular reply through Live Chat. This counts towards your service message allowance and becomes chargeable once that allowance is used.
• You send an approved order-update utility template. This is charged as a utility message, even if you still have free service messages available.

Updated Pricing for India on AiSensy

What Are WhatsApp Conversation Credits (WCC)?

WhatsApp Conversation Credits are used to pay for chargeable messages delivered through AiSensy.

From October 1, this will also include chargeable service messages and utility templates delivered within the customer service window.

The amount deducted depends on the message category and the recipient’s country.

Important: Credits are deducted only when a chargeable message is successfully delivered. Messages covered by the free service allowance do not consume credits.

What Will Continue to Remain Free?

• Incoming customer messages: You will not be charged when customers message your business.
• Messages within an eligible 72-hour free entry point window: Messages covered by this window, including utility templates, will remain free when customers connect through eligible Click-to-WhatsApp Ads.

The 24-hour customer service window will continue to open and refresh as it does today. This update changes billing, not when you can send free-form replies.

Country-wise WhatsApp Pricing

WhatsApp message pricing varies by the recipient’s country.

For the complete country-wise pricing list, please refer to the rate sheet below:

What This Means for AiSensy Users

• The updated billing will apply from October 1, 2026, at 12:00 AM in your WhatsApp Business Account timezone.
• Charges will be applied automatically based on the message category, recipient’s country and applicable free allowance.
• Review your Live Chat, chatbot and AI Agent message usage to understand how this update will affect your monthly messaging costs.