- October 1, 2026
WhatsApp New Update: Businesses To Pay For Some Customer Service Messages From October 1
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Under the revised system, businesses will get a limited number of free service messages each month, after which they will be charged on a per-message basis
Meta is introducing charges for WhatsApp service messages from October 1.
Meta is making a key change to the WhatsApp Business Platform from October 1, introducing charges for certain customer service messages that were previously free.
The new pricing will apply to businesses using the WhatsApp Business Platform in India and other markets. Under the revised system, businesses will get a limited number of free service messages each month, after which they will be charged on a per-message basis.
Businesses Had To Add Payment Details By September 30
Meta required businesses using the WhatsApp Business Platform to add a payment method to their accounts by September 30. The requirement applies to businesses using direct integration as well as those working through solution providers.
Accounts without a payment method on file could see their service messages stop being delivered from October 1.
Which WhatsApp Messages Will Now Cost Money?
WhatsApp already charges businesses for marketing, utility and authentication template messages. However, some customer service messages were previously available for free.
From October 1, non-template service messages will no longer be entirely free. These are free-form replies sent by a human customer service agent or a third-party AI system after a customer starts a conversation.
Businesses can send such replies only while the 24-hour customer service window is open. They cannot be used to start a new conversation.
Utility messages sent within an active 24-hour customer service window will also be charged from October 1.
How Much Will WhatsApp Service Messages Cost In India?
In India, businesses will get 1,000 free service messages per business phone number every month. Once that quota is exhausted, each additional service message will cost Rs 0.115.
The rate is aligned with the applicable utility and authentication message rate in India. Meta uses the recipient’s market to determine applicable pricing.
What About AI-Generated Messages?
AI-generated messages sent through a Meta Business Agent are subject to a separate, token-based pricing system. According to the information provided in the original copy, Meta charges $2 for every 1 million tokens globally. A typical message may use around 20,000-25,000 tokens, which could translate to roughly 4-5 cents per message. More complex conversations requiring additional tokens could cost more.
Some Free Messaging Options Will Continue
The change does not mean all WhatsApp Business messaging will become chargeable. The existing free entry-point window will continue when a customer contacts a business after clicking on a WhatsApp ad. Messages sent during that window can remain free, although separate AI token charges may apply when a Meta Business Agent is used.
Quick Answers
Ask News18Meta is introducing charges for certain customer service messages that were previously free starting October 1, 2026, on the WhatsApp Business Platform. Businesses will receive a limited monthly quota of free service messages, after which they will be billed on a per-message basis.
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October 01, 2026, 13:22 IST
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