We wanted to let you know that from 1 June, 2023, Meta is introducing new conversation types in WhatsApp.
Here’s everything you need to know.
The limit of 1.000 included, free conversations now only counts for Service conversations (conversations started by the customer).
Conversation types
Where there were 2 conversation types, there will be 4. Business-initiated conversations are now split into 3 new categories:
Utility: helpful transactional messages you send, for example: post-purchase notifications (Smart Updates i.e. Order confirmed, Parcel sent or Tracking URL) or recurring billing statements
Authentication: helping customers register, log in or verify accounts, for example: sending one-time passcodes
Marketing: anything that’s not Utility or Authentication, for example: promotions, offers, informational updates and invitations for customers to respond or take action
User-initiated conversations will change name:
4. Service: conversations started by the customer, like day-to-day enquiries about products and orders
What does this mean for you?
Existing Update templates
Update templates created before 1 April will have the category automatically updated by Meta. To see the updated category in charles, please sync your templates within Studios.
New Update templates
New templates created after 1 April will have their content checked against the selected category. Please continue creating update templates as normal.
Billing
Conversation charges will be updated based on Meta’s rate card from 1 June, 2023.
We hope this helps. If you have any questions, please reach out to your Success Manager.
Have a good day!
💛
charles
Note: For the time being, charles’ pricing will remain the same (correct as of 1 June 2023).
See template section in charles:
