Each month, Aircall issues an invoice that includes charges related to your WhatsApp usage. These charges are calculated according to your contract terms. This article explains how WhatsApp messages are billed, how to review your usage, and how to optimize consumption to better manage costs.
Reviewing your WhatsApp usage
You can review your WhatsApp activity in your usage report, available under the Billing tab in your Aircall Dashboard.
Important: Only users with Owner permissions can access the Billing tab from the Aircall Dashboard.
Usage reports are available for 90 days. If you need data older than this period, please contact our Customer Support team.
Steps to access your usage report
- Go to Billing > Invoices in your Aircall Dashboard.
- Download the usage report for the relevant billing period.
- Open the file and filter the Type column to display only WhatsApp messaging entries.
- Use the Description column to filter by WhatsApp template category, for example Marketing or Utility.
- Review the Segment Count column to see the total number of billable WhatsApp messages.
For more details, see Understanding your Aircall invoice usage report.
Tip: Invoices cover the previous month’s usage.
For example, an invoice issued on May 14, 2025 includes WhatsApp messages sent between April 14 and May 13, 2025.
Tip: To calculate WhatsApp expenses per user, filter the “From number” column using the phone number assigned to the agent.
Understanding WhatsApp pricing
Note: All screenshots and price examples in this article are for illustration purposes only and may not reflect actual rates.
WhatsApp message billing depends on the message type (such as Marketing or Utility) and the destination country. Aircall passes on Meta’s rates and applies applicable Aircall service fees.
Identifying your message costs
There are three ways to confirm your WhatsApp rates:
Option A: Download a previous invoice
- Go to Billing > Invoices.
- Download the desired invoice PDF.
- Locate the section titled Messages from the Previous Month.
- Review the Unit Price column to identify WhatsApp rates.
Example:
Option B: Contact your Account Manager
If you require detailed or destination-specific pricing, contact our Customer Success team.
Note: Pricing may vary based on your number prefix and destination country.
WhatsApp messages are not included in Aircall call bundles.
Viewing WhatsApp details on your invoice
Your invoice provides a summary of the outbound WhatsApp activity for the billing period. All messages appear under Messages from the Previous Month.
Example:
Each WhatsApp message appears as two separate lines on your invoice:
- Meta Template Rate: The amount Aircall passes through from Meta for delivered template messages.
- Aircall Usage Fee: A small service fee charged per delivered template message to cover Aircall’s operational costs.
Important: Inbound WhatsApp messages are non-billable.
In addition, custom (non-template) messages are free of charge as long as they are sent within the 24-hour customer service window that starts when a user messages you.
What is billable vs. free?
| Message type | Billing condition | Example |
|---|---|---|
| Marketing templates | Always billable when delivered | Promotional updates |
| Authentication templates | Billable when delivered | One-time passwords |
| Utility templates | Billable when delivered outside the customer service window | Transactional updates |
| Inbound messages | Free of charge | Customer replies |
| Custom, non-template messages | Free of charge when sent within an open 24-hour window | Agent responses |
Customer service window (24 hours)
When a customer messages you, a 24-hour customer service window opens and refreshes after each new customer message.
- Inside the window: You can send any message type, including custom messages, free of charge.
- Outside the window: Only template messages can be sent, and applicable charges will apply.
Pricing scenarios
Example 1
- User sends a Marketing template, charged per message
- User sends a Utility template, charged per message
- Customer responds, free of charge and opens a 24-hour customer service window
- User sends a custom message within the window, free of charge
- User sends another Utility template within the window, free of charge
Outcome: You are charged for one Marketing template and one Utility template.
Example 2
- Customer messages the business, free of charge and opens a 24-hour customer service window
- Business sends a Utility template within the window, free of charge
- The 24-hour window closes
- Business sends a Utility template outside the window, charged per message
Outcome: You are charged for one Utility template.
To verify your outbound WhatsApp template message count, go to the Overview section, open the Messages tab, and set the date range to match your invoice period. Review the total under WhatsApp template usage per country and type.
Example:
Checking if your plan includes WhatsApp add-ons
Only Owners can confirm plan details via the Plan tab. For details, see Understanding your subscription and Aircall plan.
To use WhatsApp in Aircall:
- Your workspace must have the WhatsApp in Aircall add-on enabled.
- The add-on is provisioned per license, per month.
- The add-on has a fixed monthly price, charged independently of message usage.
- Licensed users can send WhatsApp messages.
- Non-licensed users can view and read WhatsApp messages.
For more information, see the WhatsApp articles collection.
Optimizing your WhatsApp consumption
To manage and reduce WhatsApp-related costs, follow these best practices:
- Regularly review your message templates and keep only those that are essential or high performing.
- Monitor campaign performance and discontinue low engagement message types, such as redundant marketing sequences.
- Consolidate messages where possible to reduce the number of billable interactions.
- Use the usage report to track and compare month over month consumption trends.
- Contact our Customer Success team for tailored guidance on optimizing WhatsApp usage in line with your business goals.
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