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WhatsApp categorizes notification templates as follows:
|
Template Category |
Description |
Business-initiated/User-initiated |
Template Messages |
|
Utility |
Follow-up messages, such as request updates, reminders, alerts, etc. |
Business-initated |
Yes |
|
Marketing |
Promotional messages and announcements. |
Business-initated |
Yes |
|
Authentication |
Confirmation messages for authentication, account recovery, etc. |
Business-initated |
Yes |
|
Service |
Live conversations |
User-initiated |
No |
By default, ServiceDesk Plus Cloud notification templates are categorized as utility templates.
During verification, WhatsApp may categorize a template as marketing based on its context. In ServiceDesk Plus Cloud, such notification templates will not be delivered to prevent additional charges and spam flagging.
To ensure successful delivery, ensure that the notification template content is clearly related to ITSM follow-ups only.
A 24-hour conversation window opens immediately after the first notification template is delivered.
Effective from July 1, 2025, WhatsApp has established a per-message pricing model, in which businesses will be charged per delivered template message rather than per conversation.
To view region-based pricing for each conversation category, download the rate card relevant to your WhatsApp Business account's base currency.
To send WhatsApp notifications from ServiceDesk Plus Cloud, you must purchase IM credits from Zoho Store.
Each notification uses only a fraction of an IM credit, rather than a full credit. This means you can use one IM credit to send multiple notifications.
Let's say, one credit costs 2.06 USD, and sending a notification costs 0.0042 USD. Based on this rate, you can send up to 490 WhatsApp notifications with just one credit.
The exact amount deducted per notification depends on the following factors:
To view your base currency,