24 Apr 2023: Logging in Stacks
20 Apr 2023: The no-code Canvas is live!
28 Mar 2023: Important changes to template categories
30 Mar 2023: Integrate with Huggingface.co
23 Mar 2023: Answer conversations on mobile
20 Mar 2023: Act on the user's last interaction
17 Mar 2023: Scan the list for unassigned chats
10 Mar 2023: Template with buttons in stacks
9 March 2023: More data in BigQuery!
16 Feb 2023: More possibilities for scheduling stacks
13 Feb 2023: Automatically mark messages as DONE
3 Feb 2023: Search with quick picks or date&time filters
17 Jan 2023: Add hyperlinks to Playbooks
11 Jan 2023: Export specific responses from Stacks
21 Nov 2022: A new look user interface!
18 Nov 2022: Build with feedback
13 Oct 2022: Reminders are in Beta!
11 Oct 2022: Building blocks
10 Oct 2022: New Turn.io Developer Docs
19 Sept 2022: More fields available in the Data Export API
15 Sept 2022: Shorter messages are better
13 Sept: Changes to the contact details API endpoint
7 Sept 2022: Stack improvements
1 Sept 2022: Learn to Build with Stacks.
19 Aug 2022: Better human support with Message Collections
18 Aug 2022: Deprecating Goals
17 Aug 2022: Build for your audience
16 Aug: Pick a date range
28 July 2022: Custom voice notes
14 July 2022: Get Stacking! Build more complex services.
4 July 2022: Faster insights
29 Jun 2022: Reminders are live!
8 Jun 2022: Track your conversations
3 May 2022: Reach out with Reminders
21 Apr 2022: Payments made easy!
3 Apr 2022: Follow up at an exact local time
20 Mar 2022: Small changes, big wins!
8 Mar 2022: Security enhancements
16 Feb 2022: Add resources to Playbooks and export Contacts
26 Jan 2022: Try out emojis in buttons, but no more 'templates' in sandboxes
5 Jan 2022: Use buttons in threads
23 Nov 2021: Button messages
2 Nov 2021: Playbooks Launch
20 Sept 2021: The end of Chatbase
9 Sept 2021: Data Export API
9 August 2021: Thread data export
22 June 2021: You know best!
21 June 2021: Sample content for templates
17 June 2021: Important security improvements
8 June 2021: Community Playbooks
18 March 2021: Improved billing transparency
17 March 2021: Share the amazing work you do
8 March 2021: Contextual replies and profile settings that suit you
22 Feb 2021: Button automation
18 Feb 2021: Updates to the fallback channel
17 Feb 2021: Contacts and labels data added to BQ
10 Feb 2021: Temporary limitations while we do a Search infrastructure upgrade
5 Feb 2021: Snappier and easier-to-use modals
3 Feb 2021: Add media to templates
27 Jan 2021: Add media or stickers to custom replies
21 Dec 2020: A last big release to celebrate the year
2 Dec 2020: Delete a template, get more insights and send stickers via the API
17 Nov 2020: Delete a user message
23 October 2020: Insights
19 October 2020: Hidden numbers by default
8 September 2020: Contact Profile
11 August 2020: Learn in Turn
3 August 2020: Add a list to your Exact match automations
30 July 2020: Manage your message template spend
15 July 2020: Data storage and rejection reasons
10 July 2020: WhatsApp profile and Login
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- Conversation-billing changes effective June 1, 2023
Conversation-billing changes effective June 1, 2023
Updated by Neelke Stadler
On 1 June 2023 WhatsApp is changing how they bill conversations.
Businesses can initiate a conversation using a template message. To date the cost of a conversation was based on who initiated the conversation, i.e. the business or the user. From June 1, 2023 the category of the template message will define the conversation category, and the conversation category will determine the cost.
4 key changes effective June 1, 2023
- Four new conversation categories: What is currently known as business-initiated conversation will split into three new categories, i.e. utility, marketing and authorisation. And what is currently known as user-initiated conversations will be called service conversations. Each conversation category will have a different rate associated with it, varied based on the end-user country. Turn.io customers are billed according to the USD rate card.
- Multiple billable conversation windows per user: One of the bigger changes is that it will be possible to have multiple billable conversations windows for one user. What does this mean? Any time a template message is delivered, it will result in a conversation charge unless it is sent in a conversation of the same category. For example, if a utility template is delivered during a service conversation, it will open a separate utility conversation open for 24 hours from the time the utility template is delivered. If a utility template is delivered during an open utility conversation, it will not open a new utility conversation or create a new charge. Have a look at the pricing explainer examples provided by WhatsApp.
- Free entry point conversation window extended to 72 hours: The free conversation window is being extended from 24 to 72 hours when a conversation starts from Facebook or Instagram ads that Click to WhatsApp or a Facebook page CTA for all businesses. This means businesses and users can continue their conversations, resulting in improved outcomes and higher conversions.
- Business-initiated conversations will no longer be included in the free tier: Effective June 1, 2023, WhatsApp will continue to offer businesses a free tier of 1000 service (or user-initiated) conversations. However, business-initiated conversations will no longer be included in the free tier.
Further details on the 4 new conversation categories
WhatsApp's vision is to be how people and businesses communicate at every stage of the customer journey. To align the product experience and pricing with this vision, they are introducing new conversation categories:
There are three business-initiated conversation categories (all of which require customer opt in):
- Utility conversations: Facilitate a specific, agreed-upon request or transaction or update to a customer about an ongoing transaction, including post-purchase notifications and recurring billing statements
- Authentication conversations: Enable businesses to authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges)
- Marketing conversations: Include promotions or offers, informational updates, or invitations for customers to respond / take action. Any conversation that does not qualify as utility or authentication is a marketing conversation.
The fourth category is service conversations: all user-initiated conversations will be categorised as service conversations, which help customers resolve enquiries.