WhatsApp Pricing Update: Free Service Messaging

Date: October 10, 2024

Summary: This product update announces a significant pricing change for WhatsApp messaging within HubSpot, effective November 1, 2024. Service conversations, defined as conversations initiated by recipients, will become free.

Key Details:

• Free Service Conversations: "Starting November 1st, Service conversations will no longer count towards your WhatsApp usage limit."
• Paid Conversations: Marketing, Utility, and Authentication conversations will still count towards the usage limit.
• Free Tier Remains: HubSpot will continue to provide the first 1,000 Marketing, Utility, or Authentication WhatsApp conversations per month for free.
• Conversation Type Examples:Utility: "Related to a transaction i.e. billing statement"
• Authentication: "Providing users with a one time password authentication message"
• Service: "When a customer initiates the first message"
• Marketing: "Promotional or product related messaging"

Impact:

• Positive for Customer Service: Businesses can now offer free customer support via WhatsApp, encouraging customer engagement and potentially reducing support costs.
• Cost Savings: Businesses can strategically leverage service conversations to reduce their overall WhatsApp messaging costs.

Target Audience:

• HubSpot Marketing Hub users on the following plans:
• Marketing Enterprise
• Marketing+ Pro
• Service Pro
• Service Enterprise

How it Works:

• When a customer initiates a conversation, businesses will not be charged for the ensuing messages.

Quote:

"Now, when a customer initiates a conversation you will not be charged for it."

Overall: This pricing update makes WhatsApp a more attractive channel for customer service interactions within HubSpot. By removing the cost barrier for service conversations, businesses can enhance customer experience and potentially reduce their overall support costs.