Prices, plans and payment options

Prices per Meta Conversation

360Dialog only charges the monthly license fee for each hosted number. All WhatsApp customers have to pay Meta Conversation fee depending on the number of conversations transferred through 360Dialog (no mark-up).

We don't charge any extra cost per conversation or message, the Conversation fees are only passed through. These costs are also paid to 360Dialog, and 360Dialog pays Meta. If the number is registered for any other 360Dialog products such as Performance Messaging will be paid separately.

You can see more information about Conversations charges here.

Prices per License

Our pricing is based on the monthly license fee per phone number. Incoming and outgoing WhatsApp Session Messages are always free and unlimited - we never charge any extra cost on top of Meta Conversation.

We have different types of Licenses Plans with different features available, you can find our Pricing table here (at the bottom of the page).

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.

[Will be deprecated] On-premise hosting

Meta has made the Cloud API the standard WhatsApp Business API version. It is a more scalable and reliable option than the legacy one (On-premise API).

Cloud API currently has 99.9% uptime and <5 seconds p99 latency. You can see the Cloud API latency directly on Meta Status Page.

Meta has announced a roadmap to sunset the WhatsApp On-Premise API. Therefore, we recommend all Partners who have not already done so to accelerate the transition to Cloud API.

From January 2024, all new features are now only launched in Cloud API. There will be no new features in On-Premise API versions, which will only contain bug fixes. This means that for any errors, using Cloud API will be the main solution.

From May 15, 2024, we will not allow new numbers to be registered for the WhatsApp On-Premise API.

Effective October 2025, Meta will be sunsetting access to the WhatsApp Business Platform using On-Premise hosting. By that date, all numbers registered with 360Dialog should be using the Cloud API.

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.

On-premise WhatsApp Business API cannot process more than 250 messages per second by default, even with the full-scale setup. Here is the Meta documentation highlighting this 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

Only Premium Partners can downgrade numbers to the Basic Plan. To downgrade a number, please reach out to our support team.

Billing & Payments Rules (for Partners)

License plan and Meta conversation fees

We offer two payment options: Direct Payment (when the Client pays for their License plan fees and Meta conversation fees directly to 360Dialog) or Partner Payment (when the Partner is responsible for finance obligations generated by the Clients that operate under their Partner ID. This option requires a signed contract).

You can choose your payment type while creating your Partner account. A single Partner (Organization) can have two different Partner IDs: one with the Direct Payment setting and one with the Partner Payment setting.

All payments (both License fees and Conversation fees) are made either only through a Partner for all Clients, or each Client separately and independently. It’s impossible to use different types of payment for the License plan and Conversation fees.

When do we start invoicing Partners and Clients?

• License plan fee - Billing begins as soon as the signup on our platform is completed and the purchase of the license fee is finalized;

• Meta conversation-based Prepayment - Billing begins as soon the first paid conversation is sent;

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.

Partner Payment

With this option, the Partner pays for all channels associated with their Partner ID.

It means that WhatsApp Business Account License fees and Meta Conversation Fees & Prepayment fall under the Partner's responsibility and all invoices are issued directly to the Partner.

Meta Conversation Fees & Prepayment

All Partners in the Partner Payment Model must pay for conversation usage costs in a prepayment model which means that every single billable conversation generated by clients onboarded under the Partner's ID has to be prepaid.

360Dialog re-invoice all conversation usage fees to Partners as per the official Meta Rate Cards that are officially available on Meta's website. 360Dialog does not add any markup or commission on top of the conversation usage fees generated by clients.

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

Example 1

Example 2

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.

Bank Transfer Payment (Zoho)

Partners with payments via Bank Transfers receive invoices to the email address specified as the financial contact in the Partner Agreement. They can proceed with payment via link provided in the invoice.

Types of Invoices with 360Dialog

As a 360Dialog Partner with Partner-Payment, you will receive the following invoices every month:

License Fee

These invoices cover license fees for active and newly activated WABAs (phone numbers). They are issued automatically and divided into:

1. Active Licenses: Issued at the beginning of each month (always 1st day of the month), this invoice includes license fees for all active WABAs under the Partner ID. If the Partner has 100 or more billable channels, an excel file listing all billable numbers is sent via email instead of itemizing them on the invoice.

2. New licenses: The price for this invoice is always calculated proportionally; This means we are only charging for the period after the number has been created, not for the whole month. This invoice will be issued on the last day of the month with the invoice date as the last date of the respective month.

3. Conversation Usage Fees, Prepayment and Partner Plan

• WhatsApp Usage Fees and Prepayment: This invoice includes conversation fees for all Clients. We also include a prepayment in this invoice, the conditions of which are included in the contract. The prepayment is calculated by Partner and not by Client, and is added as a separate line item at the end of the invoice. It is issued at the end of each month, balancing the actual usage against the existing prepaid credit, plus charging a new prepayment for the next month.

  This invoice type feeds the Credit Balance by the funds the client wants to spend for conversations.

• Partner Plan: Additionally, we will charge in this same invoice the Partner Plan fee. See more details in our documentation.

For international wire transfer payments, Partners are responsible for bearing all bank charges on their own. Payment via PayPal incurs a fee of 6%. To avoid transaction fees, we offer SEPA payment within the EU.

Reports for Partner Payment

Every Partner Invoice is sent with the following reports attached:

• Client WhatsApp Usage Fees summary on a WABA basis: This report comes from the same source as our invoice (Meta), so it should be used as main source of information

• Report of daily conversations per phone number: Since a few partners also report on phone numbers, we can provide the daily conversations information per phone number. This report is generated based on our database and not Meta, so it could have small discrepancies to the first report.

This step is aimed at providing a seamless and convenient invoicing experience tailored to our Indian partners' needs. Below are the details and the process to migrate to the new currency.

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

1. Who will sign the contract?

2. Full name of the signatory:

3. Email address of the signatory:

4. Designation of the signatory:

5. Main point of contact:

   1. Name:

   2. Email address:

6. Finance point of contact:

   1. Name:

   2. Email address:

Company Information (Official Registered Address for Legal and Billing - Not Correspondence Address)

1. Legal company name:

2. Phone number:

3. Registered company address:

4. Country:

5. Company Registration number:

6. Company CEO/MD Name:

Company Information (Correspondence or Public Information):

Please specify if you have a different brand name, local address, or correspondence address.