Billing & Invocing
Messaging Throughput
Under ideal conditions, accounts with Cloud API hosting can handle up to 80 messages per second. Ideal conditions include your webhook responding in less than 200ms and having sufficient technical resources to ensure optimal performance.
High Throughput with Cloud API
If you need to process over 80 messages per second, we offer an upgrade option. When upgraded to High Throughput Plan, a number can process up to 1000 messages per second. For this upgrade, your number needs to already be in the Premium Plan. Please contact our support team for more information, as well as price.
Please note that this upgrade will only be applied to the processing capacity of 360Dialog. For a number to be able to process up to 1000 messages per second, the limits also need to be raised on the Meta setup.
We strongly advise clients expecting peaks of messages or planning campaigns to upgrade to High Throughput Plan immediately, even if the number hasn't reached the criteria below.
Eligibility Requirements on Meta Setup (360Dialog upgrade required on top of this)
The number will be automatically upgraded on the Meta infrastructure upon meeting the following criteria:
The business phone number must be able to initiate conversations with an unlimited number of unique customers in a rolling 24-hour period.
The business phone number must be registered for use with Cloud API. If the number is registered for use with On-Premises API, it must be migrated to Cloud API first.
The business phone number must have a Medium quality rating or higher.
If a business requires higher throughput and has not reached the unlimited tier, please follow the existing quality messaging process to increase the limit and thus achieve higher throughput. See Messaging Limits for more details.
Note that to upgrade messaging throughput after Meta's approval, changes on the 360Dialog infrastructure are necessary. If you are planning a messaging campaign that requires higher throughput, please contact our Support Team.
API Rate limit per WABA
Each WABA has an API call count rate limit. Each API call made to any of WABA Phone number (i.e. the WhatsApp Management API, or any of its edges, such as the /messages endpoint) counts against this limit.
The current limit 11,880,000 API calls per rolling-hour for a given WABA. However, that this is a maximum threshold; actual capacity may be less due to additional request types (e.g. mark as read or media requests) that can add on top of this limit.
That means, a single WABA could only hold 3 high throughput phone numbers, if the phone numbers fully utilize their high throughput (sending 1k m/s). For a WABA managing 50 numbers, for example, this allocation translates to no more than 66 requests per second per number.
It's important to note that API call distribution operates on a first-come, first-served basis. Consequently, some phone numbers may consume more resources, while others receive fewer or none, particularly during periods of high demand. For this reason, we advise separating high volume phone numbers in different WABAs. Refer to our documentation to learn how to Migrate a phone number to a new WABA.
If you reach the limit, the API will respond with error code 400 Bad Request including error code 80007. See Error Codes.
When the limit has been reached:
Stop making API calls. Continuing to make calls will continue to increase your call count, which will increase the time before calls will be successful again.
Switch to other WABA and come back to this account later.
Spread out queries evenly between two time intervals to avoid sending traffic in spikes.
Use filters to limit the data response size and avoid calls that request overlapping data.
See our documentation for Best practices for designing Integrations.
Message throughput with On-premise hosting
On-premise accounts with a high volume of simultaneous messages need more complex infrastructure to allow for a seamless process of these messages. To increment an account's infrastructure, we can add more cores (or shards), which increases its capacity to process higher messages simultaneously. Please note that the standard setting does not prevent messages from being sent or received above its capacity - these messages will only take longer to arrive.
Regular and Premium accounts with On-premise hosting can process up to 25 messages per second.
We have two on-premise hosting plans for High volume accounts available: Half-scale with 16 Shard Multi-connect setup (which processes up to 120 messages per second) and Full-scale with 32 Shard MultiConnect setup (which processes more than 120 messages per second). These plans also include Premium Plan benefits, please refer to the pricing table for information.
An account can only be upgraded and downgraded after a period of 30 days. If you are planning a high-volume campaign, for example, please note that you will need to request the upgrade at least 7 days before the campaign is active and will only be able to downgrade after a full month has passed. The upgrade and downgrade processes can generate downtimes, so please also prepare for that.
What is the difference between On-premise hosting in Regular and Premium Plan?
The Premium Plan offers a more stable server with higher SLAs.
How to check the License Plan of a number
If you have Direct Payment, the license plan of a channel/number is shown in "Account Details" and further detailed under the "Billing Information" section in the 360Dialog Hub.
If you have Partner-Payment, you can use the Partner API to get a channel's plan.
How to upgrade
Users can access the License plan change functionality within the WABA Management App in the 360Dialog Hub by clicking on the "Change Plan" button.
Clients will receive immediate access to all upgraded features upon selection. For Direct Paid clients, the corresponding License plan fee will be charged to their attached payment method at the time of the upgrade.
Partner Paid Clients can request their Partner to handle plan changes. Partners have access to the Plan Change tools and can assist in this process. If needed, please contact our support team anytime.
Independently of the payment type (direct-paid or partner-paid) downgrades can be done 30 days after the last upgrade or downgrade.
Downgrades to Basic Plan
All existing Partners can downgrade numbers to the Basic Plan. To downgrade a number, please reach out to our support team.
Payment Types
Direct Payment
With this option, each Client pays License plan fees and conversations fees to 360Dialog directly. The Partner charges for their product/integration separately.
Please see details about Direct Payment options and management in this specific documentation.
If the Partner has only one Partner ID in the Direct-Payment model, they will receive the Partner Plan invoice at the end of each month.
Payment Methods
Different payment methods like bank transfers, PayPal, or local payment methods have to be discussed with your Account Manager.
Credit Card Payment (Partner Hub Billing System)
When paying with Credit Cards, Partners must use the Partner Hub Billing System. See how here.
We will monthly invoice the license fees charges in this credit card. For conversation usage, you will be charged in a prepayment model.
You can manage the recharge settings by using the Balance, Auto-renewal Threshold and Auto-renew Amount features in the Partner Hub Billing page. See how to configure this here. This means that you can add balance manually or define other rules for automatic recharge.
A properly working credit/debit card is essential for uninterrupted consumption of our services. If payments are missed or your account runs out of balance for conversation usage costs, all messaging services under your Partner ID will be paused. Services will resume once the balance is settled.
To guarantee your service is not disrupted, we will ensure you have at least 500 USD/EUR as an initial balance, so we may trigger a charge for the first time.
From the moment balance is added, every conversation of numbers registered under the Partner ID will be deducted from the balance.
Based on the recharging settings configured on the Billing Portal, we will charge the respective amount on the registered card when the balance falls below the threshold (default is 100 USD/EUR). If the balance does not drop below the threshold, no charges will be issued.
When the balance is less than or equal to 0, an attempt to payment is initiated. We will charge the registered card the negative balance (amount due) plus the auto-renew recharge amount.
If we are unable to charge the registered card within a maximum of 7 days after the balance becomes negative, all the channels registered under this Partner Hub are blocked and unable to send messages. No invoice will be issued if the payment fails.
During the period of account blockage, end customers will receive the following API webhook response:
"Could not send message due to lack of payment. Messaging can resume once overdue invoices towards 360Dialog are settled. Please reach out to your integration partner."
When invoices are paid and the outstanding amount received is confirmed by our Finance Team, we will unblock the account and balance will be restored. Please note that this isn't an instant process, so you must ensure 360Dialog invoices are paid on time and within the due date, plus to have enough balance to cover for CPB expanses. If you have any questions, our Support Team is available for assistance.
If balance is not added, end customers won't be able to use their WhatsApp Business channels.
Read the full FAQ about Prepayment Balance terms here.
Example of the Credit Balance Calculations
Newly number onboarded on the 1st of August, 2024
Credit Balance: 0.00 EUR
The partner adds funds of (+50.00 EUR) on the 1st of August, 2024
Credit Balance: 50.00 EUR
Conversation Usage Expenses for August 2024 (-40.00 EUR):
Credit Balance: 10.00 EUR
Newly number onboarded on the 1st of September, 2024:
Credit Balance: 0.00 EUR
The partner adds funds of (+500.00 EUR) on the 1st of September, 2024:
Credit Balance: 500.00 EUR
Conversation Usage Expenses between 1st and 15th September 2024 (-420.00 EUR):
Credit Balance: 80.00 EUR
New funds added on the 15th of September (+300.00 EUR)
Credit Balance: 380.00 EUR
Conversation Usage Expenses between 15th and 30th September 2024 (-350.00 EUR)
Credit Balance: 30.00 EUR
Payment processing fees
Given that we are using services of external payment processors we also incur payment processing fees for each transaction that we process against your credit card.
Due to this fact, we are forced to add Payment via Credit Card processing fee (4%) to your all conversation usage invoices. Payment processing fees are not added to Partner license invoices.
Billing currencies
As a standard, partners are billed in USD. The following extra options are available.
EUR
We offer EUR billing for partners in Europe. The prices and terms are the same as in USD.
INR
Billing in INR is coming for partners in India. Please wait for more information.
Change currency
If you are being billed in one currency but wants to change to another one, please reach out to our support team providing the following details:
Business Information
Who will sign the contract?
Full name of the signatory:
Email address of the signatory:
Designation of the signatory:
Main point of contact:
Name:
Email address:
Finance point of contact:
Name:
Email address:
Company Information (Official Registered Address for Legal and Billing - Not Correspondence Address)
Legal company name:
Phone number:
Registered company address:
Country:
Company Registration number:
Company CEO/MD Name:
Company Information (Correspondence or Public Information):
Please specify if you have a different brand name, local address, or correspondence address.
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