Meta introduces token-based pricing for WhatsApp Business – The Economic Times

Synopsis

Meta’s shift to token-based pricing signals a new phase in enterprise messaging, with businesses paying for AI usage instead of message volume.
Meta is set to change the way businesses pay for artificial intelligence (AI) services on WhatsApp, marking a broader shift in how enterprise messaging is monetised. Companies using the Meta Business Agent on the WhatsApp Business Platform will soon be charged based on the AI processing their interactions require, rather than the number of messages they exchange. The new token-based pricing model will take effect from August 1, 2026.A simple customer query consumes fewer tokens, while more complex interactions such as product recommendations, multilingual conversations, or detailed troubleshooting require greater computing resources and cost more. The model links pricing to AI usage instead of conversation volume.The change comes as Meta is poised to expand the capabilities of its Business Agent, which is designed to automate customer support, answer frequently asked questions, recommend products, qualify sales leads, and hand conversations over to human agents when needed. As businesses increasingly integrate AI into customer-facing operations, Meta is positioning WhatsApp as an AI-powered customer engagement platform rather than just a messaging service For enterprises, the move could improve efficiency by enabling AI agents to offer continuous customer support, reduce response time, and handle a significantly higher ratio of customer interactions than traditional support teams. This could be particularly useful for sectors such as banking, retail, travel, and healthcare, where messaging is an important customer service channel.However, businesses deploying AI at scale may need to monitor token usage, optimise prompts, and streamline workflows to keep costs under control. The shift is likely to be especially significant for India, one of WhatsApp’s largest markets and a rapidly growing hub for digital commerce. Millions of businesses already rely on the platform to engage with customers, and AI-powered agents are expected to play a larger role as companies automate routine tasks and deliver more personalised support.

(Catch all the Technology News News, and Latest News Updates on The Economic Times.)

Elevate your knowledge and leadership skills at a cost cheaper than your daily tea.

Source: m.economictimes.com