In this new model, companies will be billed per conversation window, and no longer per message.
Since the beginning of February this year, WhatsApp started working with a charging model based on conversation windows and no longer on notifications.
For those who don't remember, WhatsApp defines a conversation as a fixed 24-hour session that includes all messages delivered to a customer. If the message was sent, but failed to be delivered, the conversation was not initiated and there is no charge.
A 24-hour chat session begins when:
* The company sends a message, and that message is delivered to the user, even without the user responding;
* The user sends a message, which is delivered to a company, and the company replies with a message that is also delivered to the consumer;
* A bot interacts, responding to the message sent by the customer, even if it is a welcome greeting.
Importantly, within this 24-hour session, you will be charged only once. When a 24-hour session ends, any new message sent from a company starts a new session that will be charged.
What about interaction with chatbots?
Our biggest question, after the change, is about interaction through chatbots, after all, they are set up to improve and speed up user service.
Let's take as an example a company that uses the TalkAll Business Cloud API or WABA and uses hybrid chatbot, i.e. combining the robotic options, with human service targeting.
In this example, when the user sends a message, he is greeted by the bot with a greeting message and the routing options. In this situation, charging already occurs, because the company has responded to the request. If the user replies and keeps the conversation going for up to 24 hours, there is only one charge.
If the dialog is delayed, for whatever reason, be it a delay in the company's response or a new query from the user, and the 24 hours are exceeded, there will be a new charge.
So far, so good, because this is the natural flow of conversations.
Now, let's think that this same company only attends to the public from Monday to Friday, but receives many messages from users on weekends.
When the automated bot answers, even if it is: "Hello, our service is Monday to Friday, from 08:00 to 18:00. Your request will be answered as soon as our business resumes," a charge is incurred.
If the flow at the weekend is 400 messages answered by the bot, the cost was approximately R$ 99,25, considering the value of R$ 0,2281 per session started (value tabulated by WhatsApp + taxes + administration fee).
It is important to point out that TalkAll has no participation or profitability over the new practiced values.
However, on Monday, when the service resumes, the 24-hour window INITIATED BY THE AUTOMATIC ANSWER "Hello, our service is Monday through Friday, from 08:00 to 18:00. Your request will be answered as soon as our business resumes" will have expired, and will need to be reopened, that is, when the attendants make contact, there will be a new charge: an additional $99.25 will be paid for the same conversations.
Therefore, our customers are advised to keep an eye on the flow of conversations and rethink the strategies of attendance whenever necessary, and of course, count on our team to together choose the best way. Contact us right now (43) 3375-3133.
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