Support of new introduced pricing by WhatsApp
Business problem
Meta/WhatsApp is altering their pricing structure effective October 1, 2026, with the specific rates being announced on September 1. To maintain accurate billing and operational transparency, Trengo must support these updated pricing models and logic.
From September 1 onwards, we can better inform you on potential impact or additional charges introduced by WhatsApp.
What is changing
Free Customer Service based messages sent (outbound) inside of the 24h window will get charged.
Each sent Utility template will get charged.
Key Timeline & Pricing Rollout
September 1, 2026 | Final Rate Cards Published
This is the deadline Meta has set to publish the exact, destination-based per-message rates for the upcoming October changes.
October 1, 2026 | Free Customer Service Tiers End
Meta will stop offering free customer service windows. Charges will apply per message for:
Service Messages: Any non-template reply handled by human staff or external third-party AI systems.
Utility Messages: Templates sent within an active 24-hour customer service window (which have been free since mid-2025).
Reminder: Insights help guide our direction. Votes and discussions help us understand demand, but don't guarantee development. Every insight receives a response within 30 days.
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