Meta is updating WhatsApp Business Platform pricing on October 1, 2026. Two message types that used to be free inside the 24-hour customer service window will start being charged. This applies to every business on the WhatsApp Business Platform, whichever provider it uses. Here's what changes and what you can do about it.
What's changing
1. Service messages will be charged after 1,000 free per month
Service messages are the free-form (non-template) replies you send while a customer's 24-hour service window is open. This covers replies from your team in the BotSpace inbox, your AI agent and your chatbot flows.
Each business phone number gets 1,000 free service messages per month. The allowance resets every month and doesn't roll over.
From the 1,001st message onwards, each delivered service message is charged.
Service messages are charged at the same rate as utility messages for the recipient's country.
2. Utility templates inside the service window are no longer free
Utility templates, such as order confirmations, shipping updates and payment reminders, used to be free when sent inside an open 24-hour window. From October 1 they'll be charged at the normal utility rate wherever they are sent.
What stays the same
Incoming messages from your customers are still free.
Click-to-WhatsApp ads and Facebook Page CTA conversations keep their 72-hour free entry point window.
Marketing and authentication templates are charged the same way as before.
The 24-hour customer service window still opens when a customer messages you and resets with every new message they send.
How this affects your BotSpace bill
Once you go over your 1,000 free service messages, charges for service messages and in-window utility templates come out of your BotSpace wallet, the same way other WhatsApp message charges do. To avoid interruptions:
Keep your wallet topped up, or turn on auto-refill under Billing.
Watch your usage in the first few weeks of October to see what the change means for your volume.
Tips to keep costs under control
Say more in fewer messages. Combine short back-to-back replies (for example, "Hi!" followed by "How can I help?") into one message. Each delivered message counts.
Review your chatbot flows. Flows that send several messages in a row can use up your free allowance quickly. Merge steps where you can, and use buttons or lists instead of extra text messages.
Let your AI agent resolve questions in one go. A complete answer costs less than a long back-and-forth.
Check your utility automations. Order and shipping updates sent inside the window will now be charged. Make sure each one is useful to your customers.
Use Click-to-WhatsApp ads to start conversations. The 72-hour free window still applies.
Need help?
If you're unsure how this affects your account, message us from the chat in your BotSpace dashboard. We can go through your message volumes with you and suggest ways to lower your costs.
Source: Meta, WhatsApp Business Platform pricing. Details may change if Meta updates its policies.