WhatsApp has introduced free service messaging for businesses to encourage AI chatbot use and grow its presence in India’s enterprise communication market, where traditional SMS still leads. This update makes WhatsApp the most affordable option for businesses to communicate with their customers.
From 1 November 2024, all service conversations on WhatsApp will be free for businesses, removing the earlier limit of 1,000 free-tier conversations. However, businesses must have an open customer service window with the user to send non-template messages, according to the company’s announcement.
While WhatsApp is a popular messaging app, traditional SMS still dominates 90% of the enterprise communication market, with WhatsApp holding a 30% share.
Experts believe this change will attract more businesses to start two-way conversations on WhatsApp. It could also encourage brands to invest in click-to-WhatsApp ads on Meta platforms, making customers more engaged with the app as AI tools grow in popularity.
Starting 1 April 2025, WhatsApp will also make utility templates free for businesses within the customer service window. However, templates sent outside this window will still have a charge. For example, if a customer asks about the delivery status of their package, the business can reply within the service window using a utility template or a text message without any cost.
Be a part of Elets Collaborative Initiatives. Join Us for Upcoming Events and explore business opportunities. Like us on Facebook , connect with us on LinkedIn and follow us on Twitter.
"Exciting news! Elets technomedia is now on WhatsApp Channels Subscribe today by clicking the link and stay updated with the latest insights!" Click here!
